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Technical Support Leader
3 weeks ago
The Technical Support Manager is responsible for leading a team of Technical Support and Escalation Engineers who troubleshoot, repair, debug and diagnose incidents with NetApp products.
This includes hardware, software and multi-system/multi-vendor/multi-network interoperability issues. The Technical Support Manager will have operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business.
Key Responsibilities include resolving customer problems that come in via telephone, web, chat or AutoSupport, researching customer issues in a timely manner and following up directly with the customer with recommendations and action plans, creating new knowledgebase articles to capture new learnings for reuse throughout the center, participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications, responding to situations where NetApp product support has been unable to solve customer's technical issues and providing a high level of proactive and reactive services by building relationships with the customer to best serve their needs.
Requirements- Excellent written and verbal communication skills are required.
- Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and/or ambiguous situations.
- A clear understanding of the product development cycle, technical requirements and project management is necessary.
- Experience and understanding of Storage Hardware, Software, Cloud and Virtualization technology is required.
- A strong understanding of concepts related to computer architecture through implementation is necessary.
- A demonstrated ability to function successfully as a leader is required.
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.
Seniority LevelMid-Senior level
