Overview
USD 78,795.00 - 117,260.00 per year
Full Time
Skills
Debugging
VMware
Network
RTP
Sales
Customer Support
IQ
Research
Computer Hardware
ROOT
Knowledge Base
Technical Support
Communication
Collaboration
Customer Service
Management
Streaming
Customer Facing
Analytical Skill
Conflict Resolution
Problem Solving
Linux
Microsoft Windows
NFS
Unix
Server Message Block
Microsoft Windows NT
Microsoft Operating Systems
Cloud Computing
Docker
Kubernetes
FC
iSCSI
RAID
Operating Systems
NetApp
FAS
Data Storage
Storage
Hardware Troubleshooting
TCP/IP
Computer Networking
Training
Amazon Web Services
Microsoft Azure
Google Cloud Platform
Google Cloud
Health Insurance
Life Insurance
Recruiting
Job Details
Job Summary
As a Technical Support Engineer on our 2nd Shift ONTAP Core/Virt team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp ONTAP Core and Virt/ONTAP Select/ONTAP Tools For Vmware product lines. Support incidents can range from various hardware and software issues with NetApp FAS/AFF/SolidFire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.
Essential Functions:
Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active
Support.
Be responsible for monitoring and responding to alerts on customer systems.
Raising support cases for alerts received by Active IQ/AutoSupport monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.
Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
Technical troubleshooting of customer environments on a variety of NetApp Hardware/Software products.
Collection and analysis of multi-platform logs to identify issues and determine root cause
Case management:
Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex
or falls out of your specific area of expertise.
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the
most effective solutions to customer issues.
Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
Job Requirements
Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
Ability to work under pressure and manage multiple work streams
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to follow standard engineering principles and practices.
Analytical approach to problem solving.
Experience in troubleshooting methodologies
General knowledge of several of the following:
Education
Typically requires a Bachelor's degree and a minimum of 2-5 years of relevant experience; or equivalent combination of applicable education/training/certifications (AWS Azure, Google Cloud, etc) and years of applicable experience in a professional work environment
Compensation:
The target salary range for this position is $78,795 - $117,260. 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.
As a Technical Support Engineer on our 2nd Shift ONTAP Core/Virt team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp ONTAP Core and Virt/ONTAP Select/ONTAP Tools For Vmware product lines. Support incidents can range from various hardware and software issues with NetApp FAS/AFF/SolidFire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.
Essential Functions:
Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active
Support.
Be responsible for monitoring and responding to alerts on customer systems.
Raising support cases for alerts received by Active IQ/AutoSupport monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.
Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
Technical troubleshooting of customer environments on a variety of NetApp Hardware/Software products.
Collection and analysis of multi-platform logs to identify issues and determine root cause
Case management:
Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex
or falls out of your specific area of expertise.
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the
most effective solutions to customer issues.
Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
Job Requirements
Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
Ability to work under pressure and manage multiple work streams
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to follow standard engineering principles and practices.
Analytical approach to problem solving.
Experience in troubleshooting methodologies
General knowledge of several of the following:
- Operating systems including Linux / Windows
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- Cloud, Amazon Web Services, Google Cloud Platform, Microsoft Azure
- Experience with Containers - especially with Docker, or Kubernetes (Highly Desired)
- Troubleshooting block storage access protocols (FC, iSCSI)
- SAN connectivity methodologies for storage systems.
- RAID -NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
- NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
- Server/storage hardware troubleshooting
- Basic Networking concepts TCP/IP and Networking
- The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) Responsibility and Interaction
Education
Typically requires a Bachelor's degree and a minimum of 2-5 years of relevant experience; or equivalent combination of applicable education/training/certifications (AWS Azure, Google Cloud, etc) and years of applicable experience in a professional work environment
Compensation:
The target salary range for this position is $78,795 - $117,260. 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.