Own Every Moment at NetApp
At NetApp, your ideas power innovation. We lead in intelligent data infrastructure—delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.
Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, NetApp is where your journey begins. Join teams that innovate to elevate, drive results, and excel together across every function.
Senior Value Delivery Engineer
Tokyo, JapanJob Summary
Senior Value Delivery Engineer - Keystone
As a Senior Value Delivery Engineer for Keystone Storage as a Service, you will provide advanced technical support to customers, customer support personnel, and field support staff. You will partner with KSM and CSD resources to provide customer experience never seen at NetApp. Your role involves monitoring, diagnosing and troubleshooting NetApp Keystone environments, including hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. You will respond to situations where first-line product support has failed to isolate or fix problems, ensuring optimal results. This role requires a proactive professional with demonstrated technical problem-solving skills, subject matter expertise, and strong customer service orientation and experience. Fluency in Japanese and English are required. This is a new role within NetApp and an exciting opportunity.
Essential Functions
- Proactive Function: Manage Keystone-specific service functions, including hardware, OS, and software releases, critical functionality patches, advisories, vulnerabilities, technical risk mitigation, and firmware updates.
- Planning and Execution: Conduct general planning for OS, software, hardware upgrades, patch installations, data migration, and design best practices. Develop and execute roll-back plans and best practices recommendations.
- Data Management: Utilize data management tools to oversee Keystone capacity utilization on an estate-wide and per-customer basis, including performance levels, capacity committed and consumed, physical capacity consumed, data efficiency ratio, IOPS delivered, latency delivered, capacity thresholds, and performance thresholds.
- Reporting and Maintenance: Collect and maintain data on hardware health, OS version status, firmware status, incident status, EOS status, on-site installed tool status, software licensing status, support contract, and entitlement status.
- Push Communications and Interfacing: Disseminate risks, alerts and security bulletins and work closely with Keystone Success Managers, Support Account Managers, Deployment Team and CSD to ensure distillation of the important aspects to all relevant teams.
- Advanced Troubleshooting: Diagnose and resolve complex issues related to Keystone products, customer environments, and associated cloud environments (Azure, Google Cloud Provider, AWS).
- Customer Support: Respond to post-sales customer support issues via phone, email, web, or chat.
- Research and Analysis: Collect and analyze multi-platform logs to identify issues and determine root causes.
- Collaboration: Work closely with other Technical Support Engineers and escalation teams to facilitate quick solutions and identify defects.
- Knowledge Sharing: Create new knowledge base articles and improve existing ones for reuse throughout the Technical Support Center.
- Mentorship: Mentor and coach fellow Technical Support Engineers, share best practices, and influence decisions within immediate and adjacent teams.
Job Requirements
- Experience: 5+ years of relevant technical support experience.
- Technical Skills: Extensive hands-on experience with networking protocols and storage technologies (e.g., NFS, CIFS, SAN, iSCSI, TCP/IP, RAID). Proven experience with NetApp Storage Systems (ONTAP 9 AFF/ASA/FAS, E-Series) and associated management tools.
- Certifications: NCDA Certification within first 6 months of hire
- Cloud and Virtualization: Experience with virtualization (VMware, Hyper-V, Citrix) and cloud solutions, emphasizing performance issue detection under load.
- Communication: Strong written and verbal communication skills in English, plus one or more of the following languages: Japanese, French, or German.
- Problem-Solving: Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills. Capacity to proactively identify potential issues, raise concerns early, and propose innovative, preventative resolutions.
- Interpersonal Skills: Strong interpersonal skills to effectively manage stressful or ambiguous situations and deliver superior customer service.
- Technical Expertise: Familiarity with ancillary technologies such as DNS, NIS, and Active Directory. Expertise in performance troubleshooting, including diagnosing issues in NetApp systems (throughput, latency, high-load bottlenecks).
- Collaboration: Established track record of collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.
- Fluency in Japanese and English
求人要項
雇用形態:正社員・期間の定め無
試⽤期間:3か月(試用期間中の勤務条件に変更はありません)
就業時間:9:00-17:30 (フレックス制 or 裁量労働制)
休⽇:完全週休2日制(土・日)、有給休暇、夏季休暇(3日)、年末年始(12/29~1/3)、ボランティア休暇(5日間)、私傷病・ファミリー休暇、Global Wellness Day、出産休暇(20週)、育児休暇(10日間)、養老介護休暇(10日間)
・通勤交通費、社会保険完備
・確定拠出型年金、NetApp独自の保険プログラム(団体総合生活保障保険、総合福祉団体定期保険、団体長期障害所得補償保険)、インフルエンザ予防接種、エンプロイー・アシスタンス・プログラム、英語自己啓発サポート、社員持ち株会(ESPP)
勤務地:
東京オフィス(東京都中央区京橋2-1-3京橋トラストタワー)
※受動喫煙措置についての記載:屋内禁煙(屋内喫煙可能場所あり)
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 You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.
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.
AI Disclosure
For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.
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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 Accommodations
At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.
Applicants who would like to request an accommodation or adjustment are encouraged to Contact Us. Each request will be assessed on a case-by-case basis, in accordance with applicable laws and our commitment to equity and belonging within our culture, values and business practices. Requests will be handled confidentially and respectfully, and we will work collaboratively to identify effective solutions.
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However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, 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 following tools:
- Eightfold (eightfold.ai): This tool 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.
- Findem (findem.ai): This tool is used to help identify candidates whose skills and experience may be relevant to open roles at NetApp, using publicly available professional information. Findem may also be used to assist with candidate matching, AI-assisted screening, and recruitment communications.
Our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
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
Note: Eightfold is not applicable to temporary hiring opportunities. If you are interested in temporary roles, you can apply via a third-party site managed by our preferred supplier, Magnit Global. Magnit Global will provide its own privacy disclosures for your review as part of the application process.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team reviews apcplications submitted through our company website only. 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.
AI Disclosure
For select roles, some stages of our hiring process may use AI-powered tools to assist with tasks such as identifying relevant candidates, matching skills and experience to role requirements, and conducting initial screenings. These tools support - rather than replace - human decision-making. To learn more, please see our AI Transparency Statement. If you would prefer not to engage with an AI-assisted process, you can request an alternative by contacting careers@netapp.com. Choosing an alternative process will not impact your candidacy in any way.