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. We embrace diversity and openness because it's in our DNA. 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.
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO
Support Account Manager - Active TS/SCI with Full Scope Poly
Baltimore, Maryland, United States; Chantilly, Virginia, United States; Vienna, Virginia, United StatesJob Summary
Support Account Manager (SAM):
Plans and oversees enterprise-level technical support and service activities for company products and services for a designated client or group of clients, requiring a US Citizen on US soil with a currently active TS/SCI with Full Polygraph security clearance.
Ensures quality service and operational performance within the parameters of program and delivery standards.
Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery, and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.
Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
- This is technical, customer-centric position with our support delivery organization; this is not a sales role.
- This is a hybrid role, and therefore the opportunity is located in the Maryland/DC area.
Job Requirements
- Proven ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time-management
- In-depth technical knowledge in Storage and/or Virtualization Technology. Sufficient technical skills to obtain and maintain NCTA/NCTSP certification.
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer-facing environment
- Understand system risks and supportability profiles to be able to articulate to customer
- Must possess “ownership” mentality in building internal/external relationships, driving actions, and ensuring the best customer experience
- Able to influence and drive actions with customers (influence, negotiate), and able to independently prepare and deliver SAM Service Review Meetings
- Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with Engineering Product Support
- Able to work as a buddy for new hires, coach on standard job tasks
- Have an understanding of storage market developments and storage service gaps
- Ability to integrate diverse perspectives in critical situations to aid issue resolution
** US Citizenship on US soil is required.
** Active TS/SCI with Full Polygraph security clearance.
Experience/Education
A minimum of 5+ years of related experience, as outlined above, is required.
Active TS/SCI with Full Polygraph security clearance is required.
Sufficient technical skills to obtain and maintain NCTSP certification are required.
Compensation:
The target salary range for this position is $105,000 - $150,000. 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.
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.
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.
Related content
Diversity, equity, inclusion, and belonging
We are a collection of diverse people from around the world with our own individual stories. We share the drive to create innovative, world-class products. We're One NetApp, and we find strength in celebrating our individuality.
NetApp Entry Level Careers Program
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.
Find your ideal job
In a world consistently defined by new expectations, can you quickly adapt for the success of our customers? We reward innovation and problem-solving.
Jobs for you
- Intern - Sales Research Triangle Park, North Carolina, United States; San Jose, California, United States
- Intern - Solutions Engineer Research Triangle Park, North Carolina, United States; Vienna, Virginia, United States; New York, New York, United States; San Jose, California, United States
- Intern - Support & Services Research Triangle Park, North Carolina, United States; San Jose, California, United States
Your recently viewed jobs will appear here.
You have no saved jobs. Start browsing jobs here
Recruitment scam warning
When conducting a job search, you’re bombarded with outreach. Here are tips to keep you safe from recruitment fraud.
Stay in touch
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 gdib@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.