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Net App, Inc Hiring for Technical Support Engineer – First Shift Job at Durham, NC Full Time
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About 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?
Job Summary
AWS Technical Support Engineer! This opportunity is on our Performance team, which requires a unique combination of technical support and data analysis. Performance is a symptom of another underlying issue, and therefore research and data analysis is also a key part of what this team does. Join us in this fast paced and challenging technical team where you can put your Amazon Web Services and performance knowledge to use. NetApp is growing our Cloud teams across the US, Europe and APAC. In support of that mission, we are seeking Technical Support Engineers with AWS experience. We are looking for eager individuals who love debugging and solving technical problems throughout a technology stack, to join our team and help deliver amazing capabilities to market. You will deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs. You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systems in an AWS environment. You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe. You have the opportunity to drive issue mitigation with our tier1 support partner and deliver workarounds or solutions. You are responsible for training our tier1 support partner and enhancing team processes and workflows based on data analysis.
Job Requirements
A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat.
Clearly identifiable Amazon Web Services (AWS) experience.
Basic understanding of several of the following protocols and applications:
- ONTAP or storage in general
- NAS: CIFS and NFS, TCP/IP and Networking
- Windows and/or UNIX/Linux
– SAN – Data Protection
- Statistical Analysis using Performance Archive
- CPU utilization
- Monitoring tools, such as UCUM
- Packet traces
Strong command of the English language; both written and verbal communication skills.
Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier 1 support partners in high stress and/or ambiguous situations.
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to follow standard engineering principles and practices.
Creative approach to problem solving.
Experience in working with Enterprise customer globally.
Willing to put in time after hours as needed, as well as handling weekend on call functions.
Education
Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3-5 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional industry experience.
Must: AWS experience
Preferred: AWS Certified
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.