Technical Support Engineer

Own Every Moment at Net App

At Net App, your ideas power innovation. We lead in intelligent data infrastructure-delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.

At Net App, your ideas power innovation. We lead in intelligent data infrastructure-delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.

Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, Net App is where your journey begins. Join teams that innovate to elevate, drive results, and excel together across every function.

As a Technical Support Engineer on our 2nd Shift ESeries/Grid/ONTAP Core/DP/Performance team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the Net App Eseries/Grid/ONTAP Core/Data Protection/OnCommand and various suite of Net App product lines. Support incidents can range from various hardware and software issues with Net App FAS/AFF/Eseries/SAN/NAS/Solid Fire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.

To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality.

This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.

• Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
• Be responsible for monitoring and responding to alerts on customer systems.
• Raising support cases for alerts received by Active IQ/Auto Support monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Technical troubleshooting of customer environments on a variety of Net App Hardware/Software products.
• Collection and analysis of multi-platform logs to identify issues and determine root cause

• Collaborate with other Technical Support Engineers to quickly facilitate solutions 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 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.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications

• Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
• Ability to work under pressure and manage multiple work streams
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
• Ability to follow standard engineering principles and…