Solution Support Engineer

at  NetApp

JOB SUMMARY

Join NetApp’s Field Solution Support Team as a dedicated technical problem solver focused on customer satisfaction ! As a Solution Support Engineer, you will provide exceptional post-sales services and support to customers. You will be the primary contact for technical issues, collaborating closely with technical peers.

As a Solution Support Engineer your responsibilities include:

• Collaborating with cross-functional teams for effective problem resolution.
• Enabling and educating customers and partners through knowledge transfer.
• Troubleshooting and resolving complex software, hardware, and cloud-related issues for NetApp customers and partners.
• Providing on-site or remote support with short notice.
• Creating comprehensive documentation, knowledge base articles, and post-mortem analyses.
• Contributing to projects to enhance quality, processes.
• Participating in technical discussions and enablement activities, leveraging strong communication skills.

JOB REQUIREMENTS

• Demonstrated excellence in high-stress customer situations.
• Clear expression and communication to customers at senior management level.
• Strong ability to learn and apply new technologies in a customer-facing role.
• Creative problem-solving with a focus on process improvement.
• Willingness to travel 25% - 50% of the time.

Technical Qualifications:

• In-depth knowledge of hardware/software troubleshooting and analysis.
• Expertise in complex OS and firmware upgrades with ONTAP, Santricity, StorageGRID and familiarity with product interoperability.
• Proficiency in FCP, iSCSI, NVME, NFS, CIFS protocols and understanding of Ethernet and SAN switches.
• Experience with data protection technologies, incl. MetroCluster and SnapMirror.
• Knowledge of FAS and AFF platforms.
• Familiarity with E-Series.

EDUCATION

• Bachelor’s degree in engineering or computer science or equivalent.
• Minimum 5+ years of relevant experience.
• Applicable NetApp certifications or training are advantageous

DID YOU KNOW…

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• Collaborating with cross-functional teams for effective problem resolution.
• Enabling and educating customers and partners through knowledge transfer.
• Troubleshooting and resolving complex software, hardware, and cloud-related issues for NetApp customers and partners.
• Providing on-site or remote support with short notice.
• Creating comprehensive documentation, knowledge base articles, and post-mortem analyses.
• Contributing to projects to enhance quality, processes.
• Participating in technical discussions and enablement activities, leveraging strong communication skills