ABOUT NETAPP

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won’t be doing it alone. At NetApp, we’re all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

JOB SUMMARY:

This position is for a Performance Escalation Engineer responsible for engineering level support to customers, customer support personnel, technical management, and field support staff that is focused on diagnosing, troubleshooting/debugging, and resolving NetApp customer storage solutions. You will work with Engineering Support, Development, and Product Managers to drive quality and success of these products from a global support perspective.
You will respond to situations where Technical Support Engineer (TSE) has been unable to isolate or resolve customer performance problems and ensure the delivery of optimal results and customer satisfaction. You must be a “take charge” professional with demonstrated technical problem-solving skills, technical team leader, subject matter expert, and have a strong customer service orientation and experience.
* This is an early shift opportunity that can be located in either Research Triangle Park (RTP), NC or Wichita, KS with the hours of 7am - 4pm ET / 6am - 3pm CT M-F *

JOB REQUIREMENTS:

• Intimate knowledge of NetApp Solution Support Process and NetApp products and strategy
• Ability to challenge processes and drive change
• Demonstrated excellent customer service working with customers in high-stress situations on complex problems
• Proven performance troubleshooting skills and successful corrective action implementation
• Incorporate KCS workflow into normal day-to-day problem analysis and resolution

IN DEPTH KNOWLEDGE OF:

• Respond to incoming cases of client services department as backup during peak times
• Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development
• Conduct extensive troubleshooting of backend databases and identify root cause of data issues
• Engineer and investigate both platform and product issues
• Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures
• Direct clients through issue resolution including customer meetings, status reports and updates
• Identify, propose and enforce escalation process improvements

EDUCATION AND EXPERIENCE:

• A minimum of 8+ years of professional experience, as outlined above, is required
• Applicable technical education/certifications are nice to have, but not required
• US Citizenship required
  Compensation:
  The target salary range for this position is $119,000 - $155,000. The salary offered will be determined by the candidate’s location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
  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.

• Respond to situations where NetApp product support TSE has been unable to solve the customer’s technical issues
• Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
• Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise
• Work with customers and other NetApp technical teams to define and frame technical problems, determine solutions to problems reported, and assist customers in implementing the resolution
• Provide technical feedback to engineering concerning product changes and enhancements, or design, reliability, maintenance problems, or bugs Work with development engineering to enhance product features based on customer issues
• May be called on-site to assist in complex technical solutions requiring changes to core functionality and systems operation
• Create tests, tools, and diagnostic procedures for use by product support personnel
• Partner with TSM to identify gaps in knowledge and create solution plans
• Share performance knowledge with team members via training sessions
• Create documentation and post-mortem analyses of escalations