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
Wichita, Kansas, United States; North Carolina, United StatesJob Summary
We are seeking a team player and self-motivated individual to work in a fast-paced, high-pressured, multi-functional environment providing remote technical support to NetApp Customers, Partners, Field Engineers, L1 Engineers and other internal NetApp personnel via phone, email, and remote sessions. Role focuses on diagnosing, troubleshooting, and debugging complex problems associated with NetApp Hardware and Software. The individual will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSE will document all pertinent information pertaining to case in CRM. TSE will be expected to capture knowledge learned in knowledge base articles and contribute to the shift left philosophy applying the KCSv6 Solve loop best practices. The TSE will be expected to work on all priority cases (P1 – P4) and engage in troubleshooting beyond what has been previously documented. To be successful in this role, you must be a self-motivated individual that that actively seeks solutions using customer service centric technical problem-solving skills. You must be someone who embraces challenges and enjoy mentoring L1 Engineers.
Job Requirements
- Resolve customer incidents reported via chat, phone, through the NetApp Support Site, or Active IQ with customers, partners, and internal field engineers.
- Read and analyze various system and application logs to determine where an issue is.
- Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
- Provide timely updates to customers on status and progress of cases and properly set expectations.
- Prioritize and manage several open issues at one time.
- Participate actively in level 1 Swarming events.
- Collaborate with other Technical Support Engineers who may need assistance working a case.
- Achieve KCS Publisher within 12 months of start date.
- Create, link and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
- Ensure issues are documented thoroughly in the Case Management system, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information.
- Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
- Begin to focus on an area of technical specialization and attend classes, complete lab projects, collaborate with other Technical Support Engineers on cases that will help cultivate that expertise
Competencies:
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
- Ability to follow standard process, technical product support principles, and practices, escalating when necessary.
- Follows instruction and process in their approach to problem solving.
- Good troubleshooting skills
- Solid understanding of some of the following protocols and applications:
- NFS, the Network File System protocol
- SMB, the Server Message Block protocol
- SAN connectivity methodologies for storage systems
- TCP/IP and Networking
- RAID Levels and fundamentals
- NetApp Storage System operating systems such as ONTAP, Element OS or Santricity
- NetApp solutions developed around specific applications involving E-Series, SolidFire and/or FAS/AFF storage systems
Education
A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.
Compensation:
The target salary range for this position is 79,050 - 117,700 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.
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 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.
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.
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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The NetApp Entry Level Careers Program is designed to help you grow your career, sharpen your skills, and foster meaningful relationships. When you join the Program, you join a diverse, global community where innovative ideas flourish.
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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 iBelong@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.