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Solution Support Engineer (Storage)
Haryana, IndiaAbout NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
"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
Job Summary
The Solution Support Engineer is the primary customer facing contact for the Technical Support Center and other internal organizations. As a field resource, you will provide complex post-sales services and support, customer and partner enablement, and serve as a subject matter expert in multiple technologies. The individual must be a highly motivated self-starter with demonstrated technical problem-solving skills and extensive industry experience. Strong customer centric acumen is a must.
Job Requirements
Solution Support Engineers (SSE) assist NetApp customers, partners, and internal groups with resolution of complex, highly technical issues. The tasks this individual is responsible for are often unstructured and the issues are less defined, requiring analytical and creative approaches. These issues may be associated with customer satisfaction risk that may require work in close collaboration across multiple cross function teams.
• Perform troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud.
• Ability to perform responsibilities remotely or on customer premises as needed with minimal notice. Approximately 25% - 50% travel.
• Requires ability to participate in a 7*24-hour standby roster.
• Content creation through documentation, knowledge base articles, and post-mortem analyses.
• Participate in projects as necessary to improve quality, processes, and the customer experience. Utilize strong industry knowledge and experience to drive improvements innovation.
• Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
• Demonstrated excellent customer service experience working in high stress situations on complex problems.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to follow and contribute to development of standard principles and practices.
• Creative approach to problem solving with rigorous review of existing process and methodologies.
Technical Qualifications
This individual should have capability to build in-depth knowledge and understanding of hardware/software troubleshooting and analysis, including but not limited to:
• Complex OS and FW upgrades with ONTAP, Santricity, and StorageGRID
• Product interoperability
• FCP. iSCSI, NVME, NFS, and CIFS protocols
• Ethernet and SAN switches
• Data protection technologies including MetroCluster and SnapMirror
• FAS and AFF platforms
• E-Series platforms
Familiarity and understanding of the following:
• Hybrid cloud and provider technology from AWS, Azure, and Google Cloud Services
• Cloud tiering and backup
• Virtualization platforms from 3rd parties
Internal Interaction and Communication
• Limited supervision and direction is provided, as this individual is expected to operate and drive results and set priorities independently.
• Act as a proactive contributor with ability to effectively communicate and work with multiple cross functional teams.
Education
• Four to Eight years of relevant industry experience
• A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.
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?
In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off 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. We also offer financial savings programs to help you plan for your future.
If you run toward knowledge and problem-solving, join us.
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