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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.

Technical Support Engineer (テクニカルサポートエンジニア)

Tokyo, Japan
Job category: Customer Support Job ID: 130759-en_US
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Job Summary

テクニカルサポートエンジニアとして、NetAppのAFF、FAS、ハイブリッドクラウド製品ラインに関連する技術的なサポートを提供します。顧客、カスタマーサポート担当者、フィールドサポートスタッフに対して、診断、トラブルシューティング、修理、デバッグを行います。サポート対象となるインシデントは、NetAppストレージシステムやソリューションに関するハードウェアやソフトウェアの問題から、複数システム、複数ベンダー、複数ネットワーク間の相互運用性に関する問題まで多岐にわたります。
このポジションで成功するためには、自己発信型で自己学習ができること、そして強い顧客サービス精神を持っていることが必要です。このポジションでは、次世代データセンター向けに構築されたインフラを学び、サポートすることで、技術スキルを向上させる機会が得られます。

主な業務内容

  • NetApp FAS/AFF製品ラインに関連する複雑な問題をトラブルシュートし、解決する(下位サポートレベルでは解決できない問題を含む)。
  • 電話、メール、ウェブ、チャット、ActiveIQ自動ケース生成など、さまざまなチャネルを通じて顧客のポストセールスサポート問題に対応。
  • 顧客の問題を調査し、タイムリーな推奨事項とアクションプランを提供。
  • 複数プラットフォームのログを収集・分析し、問題を特定し根本原因を突き止める(症状ではなく根本原因に焦点を当てる)。
  • 他のテクニカルサポートエンジニアと協力し、必要に応じてエスカレーションエンジニアにケースを引き継ぐ。
  • 社内の技術的な専門知識やリソースを活用して、顧客問題に効果的なソリューションを提供。
  • 新しいナレッジベース記事を公開し、テクニカルサポートセンタースタッフとベストプラクティスを共有。
  • レベル1およびレベル2の同僚に対して指導、助言、フィードバック、サポートを提供。

勤務条件

  • 基本的には、月~金曜のシフト勤務(基本9:00-17:30)。ただし、障害状況や他プロジェクトなどにより残業となる場合があります。
  • 出張の機会は年1回程度。
  • 東京オフィス(東京京橋)勤務の場合、週2日の出社が求められます。

Job Requirements

  • 日本語での優れた文章および口頭でのコミュニケーションスキル標準的なエンジニアリング原則と実践を文書化し、遵守する能力。
  • 同僚のテクニカルサポートエンジニアを支援する指導力、およびストレスの多い状況下での顧客サービススキル。
  • チーム内での協調性、複数の作業を管理する能力、プレッシャーの中で働く能力
  • 新しい技術を学び、それを顧客対応環境で応用する強い意欲と適応力。問題解決における分析的なアプローチ。
  • トラブルシューティングの方法論に関する経験、およびケース管理システムの使用経験
  • お客様からの技術的なお問い合わせに対応した経験(電話、WEBケース、Zoomなど)。
  • NAS/SAN/CIFS/NFS/iSCSI/ASICなどのいずれかの技術的専門性。
  • 英語はビジネスレベルであるとなお望ましい。

技術的専門知識
以下の分野のうち2つ以上に精通していることが望ましい:

  • NetAppハードウェアアーキテクチャ
  • RAIDコンセプト
  • SANおよびNASストレージ
  • NetApp Cluster-Modeストレージソリューション
  • Data ONTAPオペレーティングシステム
  • NetAppストレージ管理ソフトウェアスイート
  • NetAppデータ保護ソフトウェア
  • データ階層化概念
  • NVMe-oF
  • UNIX/LinuxおよびMicrosoft Windows環境の設定と管理
  • エンタープライズアプリケーションの相互運用性に関する知識(例:Microsoft Exchange、SQL Server、Oracle、SAP)
  • サーバーおよびデスクトップ仮想化ソリューション(例:VMware、Hyper-V、Citrix)
  • クラウドソリューション(例:AWS、Google Cloud、Azure)

Education

  • UNIX、ストレージ管理、またはテクニカルサポートでの2~5年の経験。
  • コンピュータサイエンス、電気工学、または関連分野での学士号、または同等の実務経験。

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.

Equal Opportunity Employer:

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

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 off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.

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

Submitting an application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

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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. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.

State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.

Reasonable accommodation

If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email careers@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.

Data privacy

We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.

NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.

An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.

Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com

Submitting an application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

*Applies to applicants for employment in the United States.