Academy – Technical Support Engineer
About NetApp
NetApp is a Fortune 500 company that believes in the transformative power of data – to expand customer touchpionts, to foster greater innovation, and to optimize operations. We are a global cloud-led, data-centric software company that gives organizations everywhere the freedom to put data to work in the applications that elevate their business. NetApp values and behaviors serve as our inspiration and guideposts on our journey together to build an aspirational culture and empower our customers and each other.
Job Summary
The Sales, Support and Services (S3) Academy is a 2-year global development program for Early-In Career talent who aspire to become the next generation of NetApp Leaders, Sales Professionals and Technical Pioneers. The S3 Academy focuses on helping top talent reach their full potential by providing an initial 90-day training program. The training immerses participants in the software, systems and cloud technologies that are helping shape the world today and tomorrow. We invest heavily in new talent. Your energy and fresh ideas are vital to cementing our position as a market-leader. We’ll push you beyond your comfort zone with a belief that no idea is off limits. At the same time, you’ll have all the resources, mentoring and feedback you need to grow. What’s more, whatever your role, you can be yourself in a team that celebrates individuality and welcomes different perspectives.
The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software both on premises and in the Cloud. A TSE will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSEs are expected to be able to handle multiple concurrent issues while documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM. TSEs will capture and record all knowledge learned via the NetApp Knowledge Base. We are seeking an energized, self-motivated, team player to work in a fast-paced, high-pressured, dynamic environment providing remote technical support to NetApp Customers, Partners, and Field Engineers via chat, phone, email, and remote sessions.
Job Requirements
- Highly proficient written and verbal communication skills
- Ability to work under pressure and respond calmly in high stress situations
- Desire to constantly learn and work on ever evolving and emerging technologies
- Team oriented individual that can also work independently, in office and remote, with minimal supervision
- Ability to provide complete step by step troubleshooting instructions both verbally and in writing
- Can demonstrate proficient problem solving, troubleshooting, and diagnosis skills
- Basic technical understanding in two or more of the following areas:
-Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows, Unix or Linux
Responsibilities
- Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers
- Read and analyze various system and application logs to determine where an issue is.
- Ask customers targeted questions to diagnose problems and provide timely solutions.
- Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
- Provide timely updates to customers on status and progress of cases and properly set expectations.
- Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
- Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
- Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
- Understand conditions in which a field issue could be escalated
- Collaborate with downstream teams to resolve technical issues
Experience
This is an entry-level position, typically having 0 - 3 years of relevant industry experience.
This is a full-time role with a flexible start date in 2023. Recruiting efforts will be ongoing until specific teams find an ideal match. NetApp's approach to in-person and remote work will be a flexible hybrid model that emphasizes flexibility for employees and puts our talent first.
U.S. Residents Only: In accordance with NetApp’s Policy, all U.S. employees of NetApp must be fully vaccinated against COVID-19 if they work at a Company location or remotely. If there is a reason preventing you from receiving the COVID-19 vaccination, you must request and be approved for one of the legally acceptable exemptions and reasonable accommodation must be established.