Technical Support Engineer

About the Position

We are seeking a Technical Support Engineer specializing in Amazon Web Services (AWS) to join our dynamic team at NetApp. If you are passionate about diagnosing, troubleshooting, and solving complex technical issues in a fast-paced environment, this role is for you. You will be part of a team that delivers amazing capabilities to market.

Responsibilities

• Deliver high-quality solutions to partner escalations through email, phone, and chat, meeting priority-based SLAs.
• Diagnose, troubleshoot, and debug complex software, file system, or network systems in an AWS environment.
• Report design, reliability, and maintenance problems or bugs to NetApp engineering teams globally.
• Drive issue mitigation with our tier 1 support partner and deliver workarounds or solutions.
• Train our tier 1 support partner and enhance team processes and workflows based on data.
• Create new knowledge base articles to share information throughout the Technical Support center.
• Share best practices with Technical Support center staff and learn about new technologies and complementary storage applications.
• Mentor colleagues to help the team grow.
• Deliver training material for NetApp employees.

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.
• Solid understanding of the following topics and troubleshooting thereof: Storage and networking infrastructure, Windows and Linux file services (i.e., NFS and CIFS/SMB), AWS console, compute, storage, networking, and debugging tools.
• Strong command of the English language; both written and verbal communication skills.
• Excellent interpersonal communication and customer service skills.
• 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 customers 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

We Offer

• Competitive salary
• Opportunity to work in a fast-paced and challenging environment
• Professional growth and development opportunities
• Collaborative and innovative team culture

About the Company

NetApp is a global, cloud-led, data-focused company that helps organizations take control of their data to achieve better business outcomes. We are committed to delivering innovative solutions and exceptional customer experiences.

Apply now to join our team and help deliver amazing capabilities to market!