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Technical Support Engineer - First Shift

Company: Net App, Inc.
Location: Durham
Posted on: November 26, 2022

Job Description:

About NetApp

We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

Job Summary

AWS Technical Support Engineer with a focus on Data Protection. Looking to join a fast paced and challenging technical team where you can put your Amazon Web Services and data protection knowledge to use? NetApp is growing our Cloud teams across the US, Europe and APAC. In support of that mission, we are seeking Technical Support Engineers with AWS or DP 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 systems in an AWS environment. You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe. You have the opportunity to drive issue mitigation with our tier1 support partner and deliver workarounds or solutions. You are responsible for training our tier1 support partner and enhancing team processes and workflows based on data analysis.

We have 1 opportunity available at this time, located in Research Triangle Park (RTP), NC or Wichita, KS. The schedule is Monday-Friday. Start time negotiable between 7am-9am Eastern.

Job 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 Data Protection experience.
Solid understanding of the following topics and troubleshooting thereof:

Expertise in the following areas: storage, back up & recovery, data management systems, TCP/IP networking

At least 2 years of experience in UNIX, LINUX, Windows networking administration

Good understanding of Amazon AWS

Knowledge of storage infrastructure offering NFS, CIFS, SAN & iSCSI hosting

Solid knowledge of VMware, Hyper-V, SQL, Oracle, SAP, Exchange

Understanding of data protection technologies such as SnapMirror, SnapVault and NDMP

Experience with Replication, Backup and Recovery applications and OEM products such as Veeam, Commvault, Veritas

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 Tier 1 support 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.
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.


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: DP experience

Preferred: AWS Certified

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.

Keywords: Net App, Inc., Durham , Technical Support Engineer - First Shift, Engineering , Durham, North Carolina

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