Technical Support Engineer - Second Shift

About the Position

Join NetApp's Cloud team as a Technical Support Engineer for a challenging role with Cloud Hyperscaler experience. Work in a hybrid model in Raleigh, NC or Wichita, KS.

Responsibilities

• Deliver high-quality solutions to partner escalations through email, phone, and chat.
• Meet priority-based SLAs.
• Diagnose, troubleshoot, and debug complex software, file system, or network systems in an enterprise-class cloud-native storage environment.
• Report design, reliability, and maintenance problems or bugs to NetApp engineering teams.
• Drive issue mitigation with our Tier1 Cloud partner and deliver workarounds or solutions.
• Train our Tier1 Cloud partner and enhance team processes and workflows based on data analysis.

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.
• Practical experience with public cloud providers such as GCP, Azure, OCI, or AWS.
• Solid understanding of Storage and networking infrastructure, Windows and Linux file services (i.e. NFS and CIFS/SMB), compute, storage, networking, and debugging tools.
• Experience in Networking and Storage, especially in cloud-based or distributed storage systems.
• Troubleshoot complex storage issues involving performance, connectivity, replication, protocols, certificates, encryption, S3 access, latency, node failures, and application integration.
• 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.

Must Have's

• 3+ years of experience in data management systems & storage platforms for managing and storing data across various workloads and environments (ONTAP or similar systems).
• 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.
• Strong operational expertise with hyperscaler cloud platforms including AWS, Azure, GCP, or OCI.
• 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.

Location Requirement

Candidates must be located in Raleigh, NC or Wichita, KS. This role follows our hybrid work model, requiring three days per week in one of the office locations listed above. Candidates not currently located or willing to relocate themselves in the listed locations will be automatically disqualified.

Shift Requirement

This is a second-shift opportunity, with standard work hours of approximately Monday - Friday, 1:00 - 10:00 p.m. ET / 12:00 - 9:00 p.m. CT. Additional compensation is provided for working an off-shift schedule. After-hours and weekend on-call coverage may also be required as needed, with additional compensation provided for on-call responsibilities.

We Offer

• Competitive salary
• Hybrid work model
• Professional development opportunities

About the Company

NetApp is growing our Cloud teams across the US, Europe, and APAC. In support of that mission, we are seeking a Technical Support Engineer with Cloud Hyperscaler 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.