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Academy - Technical Support Engineer

NetApp
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Job Summary

 

The Sales, Services and Support (S3) Academy is designed for entry-level talent. It includes a robust 90 day training, business integration support, and other tailored programs to promote professional development and community. During this training, Academy Participants gain the foundational knowledge needed to have a basic understanding of the Storage Industry, NetApp, and products and solutions. Additionally, they effectively develop transferable soft skills that will allow them to excel within the organization and in their long- term careers.
 

We are seeking candidates for an entry-level position with 2-3 years of professional experience in the tech support field. This role is designed for individuals looking to build on their existing skills and take the next step in their career.  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.   
 

Responsibilities include:

  • 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

 

Job Requirements

 

  • Highly proficient written and verbal communication skills
  • Ability to work under pressure and respond calmly in high stress situations
  • Team oriented individual that can also work independently, in office and remote, with minimal supervision
  • 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 
     

Experience

 

This position typically requires a minimum of 2 years of relevant work experience.

Additional Details 
 

Job Posting Info: This is a pipeline position that will be opened on a recurring basis and used to fill roles aligned with the required skill sets. Recruiting efforts will be ongoing until specific teams find an ideal match. 
 

Thrive Together: In-office interactions are critical to achieving stronger, more integrated results. NetApp introduced Thrive Together to support increased in-office engagements globally. Thrive Together is an intentional progression of the company’s approach to hybrid work designed to foster stronger connections and collaboration and drive enhanced business performance.

Compensation
The base salary range for this position is $83,000 - $117,000 and will be determined by the candidate's location, qualifications, experience, and education. 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.

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

 

Did you know...

Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

 

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.