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

We are seeking a team player and self-motivated individual to work in a fast-paced, high-pressured, multi-functional environment providing remote technical support to NetApp Customers, Partners, Field Engineers, L1 Engineers and other internal NetApp personnel via phone, email, and remote sessions. Role focuses on diagnosing, troubleshooting, and debugging complex problems associated with NetApp Hardware and Software. The individual will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSE will document all pertinent information pertaining to case in CRM. TSE will be expected to capture knowledge learned in knowledge base articles and contribute to the shift left philosophy applying the KCSv6 Solve loop best practices. The TSE will be expected to work on priority cases (P1 – P4) and engage in troubleshooting beyond what has been previously documented.
To be successful in this role, you must be a self-motivated individual that actively seeks solutions using customer service centric technical problem-solving skills. You must be someone who embraces challenges and enjoy mentoring L1Engineers.
This is a first shift opportunity that can be located in either Research Triangle Park (RTP) NC or Wichita KS. Working hours are Monday-Friday, 7am - 4pm EST. There is a two day in-office requirement on the designated days of Wednesday and Thursday.

Primary Responsibilities

• Resolve customer incidents reported via chat, phone, through the NetApp Support Site, or Active IQ with customers, partners, and internal field engineers.
• Read and analyze various system and application logs to determine where an issue is.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Provide timely updates to customers on status and progress of cases and properly set expectations.
• Prioritize and manage several open issues at one time.
• Collaborate with other Technical Support Engineers who may need assistance working a case.
• Achieve KCS Publisher within 12 months of start date.
• Create, link and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
• Ensure issues are documented thoroughly in the Case Management system, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information.

JOB REQUIREMENTS

• Good written and verbal communication skills.
• Good interpersonal communication and customer service skills to work successfully with customers in high stress and/or ambiguous situations.
• This individual should work effectively with other Technical Support Engineers, Escalation Engineers, Critical Account Team, Support Account Management Team, Field Support Team, Customers, management, and other internal stakeholders.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
• Ability to follow standard process, technical product support principles, and practices, escalating when necessary.
• Follows instruction and process in their approach to problem solving.
• Good troubleshooting skills
• Solid understanding of some of the following protocols and applications:
• TCP/IP and Networking
• RAID Levels and fundamentals
• NetApp Storage System operating systems such as ONTAP, Element OS or Santricity
• NetApp solutions developed around specific applications involving FAS/AFF storage systems
• Switches/Routers/Cables
• Network cards
• Storage Disk
• Windows required, Linux desired
• The usage of tools, logs, and support tools needed to analyze system issues (such as packet traces, event logs, etc.

EDUCATION

• A minimum of 2 years of relevant experience is required. Applicable education, certifications, and/or training are advantageous but not mandatory
• Sound written and interpersonal communication and customer service skills are needed in order to work successfully with customers in high-stress and/or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  Compensation:
  The target salary range for this position is 79,050 - 117,700 USD. 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.

• Resolve customer incidents reported via chat, phone, through the NetApp Support Site, or Active IQ with customers, partners, and internal field engineers.
• Read and analyze various system and application logs to determine where an issue is.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Provide timely updates to customers on status and progress of cases and properly set expectations.
• Prioritize and manage several open issues at one time.
• Collaborate with other Technical Support Engineers who may need assistance working a case.
• Achieve KCS Publisher within 12 months of start date.
• Create, link and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
• Ensure issues are documented thoroughly in the Case Management system, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information