Short DescriptionTechnical Support Engineer 4 / Escalation Engineer with Ontap, DP, NAS, SAN, Performance expertise in Storage Industry. Role Overview:Provides technical support to customers and partners. The Technical Support Engineer ensures mission-critical systems operate smoothly by diagnosing, troubleshooting, repairing, and debugging NetApp products. The role handles complex issues escalated beyond first-line support and requires strong hardware and software expertise, a proactive problem-solving mindset, and a commitment to excellent customer service. Occasionally designs and deliver technical training/brown-bags. Reports design and reliability problems or code issues to software engineering. A strong interest in AI and openness to using AI-driven tools is considered an added value.
Person should be willing to work during weekends night shift for Fri, Sat, Mon to manage high critical/Priority customer calls/cases managed through the queues.Job RequirementsJob Requirements- Good written and verbal communication skills.
- Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations, also coordinate and collaborate with other GEO peers.
- 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.
- Creative approach to problem solving.
- Understanding of AI tools, systems and practices.
Key Responsibilities:- Address technical issues unresolved by initial NetApp product support.
- Collaborate with other NetApp Technical Support teams or escalate cases to Engineering for complex problems.
- Create knowledge base articles to share information and best practices.
- Specialize in NetApp Ontap architecture, Core, Hardware, WAFL, NAS, SAN, Performance areas developing deep technical expertise.
- Troubleshoot challenging technical issues, always prioritizing excellent customer service.
Technical Skills Preferred:- Data Protection & Backup Expertise: Enterprise backup tools, Replications technologies, backup strategies, recovery concepts
- Storage Systems: NetApp Ontap Architecture, Core, Hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), object storage (S3)
- Networking Fundamentals: TCP/IP, VLANs, routing
- Virtualization & Platform Integration : (Vmware and Container Storage)
- Cloud & Hybrid Storage: General knowledge of various cloud concepts including S3, Blob, EBS...
- Operational & Troubleshooting Skills: Root cause analysis across storage, network, and backup layers and Performance analysis
Additional exposure such as:- UNIX/Linux configuration, administration and technical support
- Microsoft Windows environment configuration, system administration and technical support
- The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions
- Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)
- Backup Solutions with enterprise applications
- Snapshot/ShadowCopy technology
Education- Minimum 10 years in a similar technical support role.
- Bachelor's degree in Engineering or Computer Science, or equivalent experience.
- Demonstrated passion and ability to learn new technologies quickly.
- Strong teamwork, creativity, and a proactive approach to problem-solving.
- Ability to multi-task, manage workload, and prioritise based on business impact.
- Aptitude for learning and applying new technologies in customer-facing environments.
- Adherence to standard engineering principles and practices.
The target salary range for this position is 125,000 - 135,000 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.
