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?
'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 SummaryAs a Technical Support Engineer, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. This is hybrid working position.
Job RequirementsProvide technical support via telephone, web or autosupport.Research customer issues in a timely manner and follow up directly with the Customers with recommendations and action plans.Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to facilitate solutions most quickly for customers.Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.Create new knowledge base articles to share information for reuse throughout the Technical Support Center.Gain knowledge and expertise through hands-on experience, self-study, and through a variety of learning environments.Share best practices with Technical Support Center staff and learn about new technologies and complementary storage applications.Your ProfileA Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.1 - 2 years of experience in UNIX, Linux, Windows networking administration, DevOps, Cloud, Data Warehousing or technical support is desired.Good written and verbal communication skills in English & French languages (must be fluent).Good interpersonal communication and customer service skills.Strong aptitude for learning new technologies.Creative approach to problem solving.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.
Equal Opportunity Employer: NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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