At NetApp Inc., we are seeking a Technical Support Engineer to provide high-level support to our customers. In this role, you’ll diagnose and troubleshoot issues related to NetApp Storage, addressing both software and hardware concerns. Your expertise and reliability will make you a trusted resource for our clients, as they count on you to deliver prompt and accurate technical solutions.
We are looking for a motivated self-starter who excels in customer service and technical problem-solving, and who thrives on challenges. If this sounds like you, we’d love to meet.
Primary Responsibilities:
- Deliver Tier II technical support to enterprise clients, resellers, and third-party providers, handling complex and escalated issues.
- Offer troubleshooting assistance via phone, web-based tools, and email.
- Serve as a liaison between customers and Engineering support during escalations.
- Collaborate with other teams and specialists as needed to resolve advanced technical issues.
- Continuously enhance your skills through the various learning tools available at NetApp Inc.
- Be willing to work flexible hours, including shifts from 4 AM IST to 6 PM IST.
Job Requirements:
Required Skills:
- Strong troubleshooting skills and a love of research and problem-solving.
- Understanding of storage hardware architecture, including partitioning and RAID.
- Extensive knowledge of operating systems like Windows 2012, 2008, and Linux.
- Experience troubleshooting Ethernet, TCP/IP routing, multipathing, FC/FCoE, and iSCSI protocols.
- Familiarity with FC and IP switches (CISCO/Brocade).
- Ability to diagnose and resolve complex issues across a stack of applications, OS, network switching, and storage elements.
- Familiarity with well-known hypervisors like VMware and Hyper-V.
- It’s advantageous to have prior experience with data storage system sizing, performance analysis, and troubleshooting.
- Knowledge of cloud provider configurations and multi-protocol troubleshooting.
Desired Skills:
- Proficiency in Unix.
- Familiarity with the NetApp product portfolio and hands-on experience with enterprise storage.
- Understanding of block storage systems.
- Knowledge of S3 cloud storage concepts.
Skill Tags: Cloud, AWS, Azure, AWS, Technical Support, TSE, Storage, NetApp, EMC, S3, Linux, Unix, Switches, Routers, and E-series
Education and Experience:
- A minimum of 4 years in a technical support environment.
- Bachelor’s degree in Engineering or a related field; a Master’s degree is preferred.
