Technical Support Engineer

Job Summary

We are looking for an experienced technical support specialist who excels in diagnosing and troubleshooting complex software and network systems, providing top-tier assistance through various channels. The ideal candidate should be skilled in addressing escalated issues, collaborating with engineering teams, and enhancing products. Proficiency in customer installation, training, and knowledge base management is essential, along with a dedication to fostering positive customer relationships in a technical environment.

Job Requirements

- Good understanding of:

- Storage concepts and infrastructure

- Database principles (MySQL)

- Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces, etc.)

- Windows and Linux Operating Systems

- Basic understanding of:

- Hypervisor (Hyper-V / VMware)

- Remote authentication methodology (LDAP, SAML, etc.)

- Data protection and backups

- Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS)

- REST API methodology

- Knowledge of the following technologies will be considered an asset:

- OnCommand product suite

- NetApp Storage System operating systems such as Data ONTAP

- Scripting or programming languages such as Python, Java, Perl, etc.

- Tools and logs used to analyze system issues (e.g., perfstat, packet traces, ASUP logs)

- NetApp High-Availability (HA) technology

- NetApp / industry relevant certifications (i.e. NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc.)

- Kepner-Tregoe methodology, Knowledge-Centered Service (KCS) methodology

Your Profile

- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
- 2+ years of experience in a relevant technical support role
- Good written and verbal communication skills in both German, Italian or Hebrew (B2+) and English
- Good interpersonal communication and customer service skills to work with customers in high-stress and/or ambiguous situations
- Strong aptitude for learning new technologies and applying them in a customer-facing environment
- Ability to follow standard engineering principles and practices
- Creative approach to problem solving
- Fluent in English plus any of the following languages: German, Italian, or Hebrew

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world/'s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let/'s talk.

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