Technical Support Engineer - Second Shift

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.

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. As we continue to build and scale the team, after-hours and weekend on-call coverage may also be required as needed, with additional compensation provided for on-call responsibilities.

Looking to join a fast paced and challenging technical team where you can put your Cloud Hyperscaler knowledge to use? Net App 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.

You will deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs. You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systemsin an enterprise-class cloud-native storage environment. You are responsible for reporting design, reliability and maintenance problems or bugs to Net App engineering teams located across the globe. You have the opportunity to drive issue mitigation with our Tier1 Cloud partner and deliver workarounds or solutions.

You are responsible for training our Tier1 Cloud partner and enhancing team processes and workflows based on data analysis.

• 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 asGCP,Azure,OCIorAWS.
• Required:
  
  Solid understanding of the following topics and troubleshooting thereof:
  Storage and networking infrastructure, Windows and Linux file services (i.e. NFS and CIFS/SMB), compute, storage, networking and debugging tools.
• Experience inNetworkingand
  
  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 are needed in order to work successfully with Tier1 Cloud partners in high stress and/or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

• 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 3-5years 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…