Technical engineer serp_jobs.h1.location_city

Title : Technical Support Engineer

Location :

Wichita, KS, US, 67208 Morrisville, NC, US

Requisition ID : 131380

Job Summary

As 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 the NetApp Cloud Volumes OnTap and BlueXP 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 and possess a strong customer service mentality. This role provides you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center.

Essential Functions

• Troubleshooting complex issues related to the BlueXP and Cloud Volumes OnTap product line, customer environments and associated cloud environments (Azure, Google Cloud Provider, and AWS) that could not be resolved by lower levels of support
• Respond to post sales customer support issues, raised by the customer via phone / email / web / chat, or internally via ActiveIQ Automated Case Generation
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
• Collection and analysis of multi-platform logs to identify issues and determine root cause
• Focus on addressing the root cause of the problem rather than the symptoms
• Keen attention to detail, memory of patterns, and interest in problem solving
• Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers
• Escalate cases to Escalation Engineers when the problem is too complex or falls out of your 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
• Publish new knowledge base articles to share information for reuse by customers and Technical Support Centre personnel
• Share best practices with Technical Support Centre staff and learn about new technologies and complementary storage applications

Job Requirements

Education

Compensation :

The target salary range for this position is $100,000 - $129,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and / or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

Nearest Major Market : Wichita

Job Segment : Technical Support, Technical Support Engineer, Cloud, Unix, Data Warehouse, Technology, Engineering