Technical Support Engineer - Enterprise Storage Solutions

Technical Support Engineer

Job Summary

We at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. 
If you’re a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who
embraces challenges. simply, we’d like to meet you.

Primary Job Functions:  
1. Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.  
2. Provide troubleshooting and technical support via phone, Web based tools and email.  
3. During problem escalations, act as a liaison between customers and Engineering support.  
4. Collaborate with other teams and experts whenever required to solve complex technical issues. 
5. Continuously develop skills leveraging several learning tools available at NetApp Inc. 
6. Willing to work in shifts (4AM IST to 6PM IST) and weekends. 

Job Requirements

- Demonstrates excellent troubleshooting skills with a strong passion for problem-solving and investigation
- Possesses a solid understanding of Storage Hardware Architecture, including Partitioning and RAID
- Exhibits comprehensive knowledge of Operating Systems, such as Windows 2008, 2012, and Linux
- Brings extensive troubleshooting experience with Ethernet, TCP/IP routing, Multipathing, FC/FCoE, and iSCSI protocols
- Holds practical expertise in managing FC and IP switches from vendors like CISCO and Brocade
- Capable of identifying and resolving Storage/Host connectivity issues efficiently
- Skilled in diagnosing complex problems and delivering root cause analyses across intricate application stacks, operating systems, network switching, and storage components
- Familiar with popular hypervisors, including VMware and Hyper-V
- Experience in sizing, performance analysis, and troubleshooting of data storage systems; host appliance experience is an added advantage
- Knowledgeable about cloud provider configurations and troubleshooting in multi-protocol environments
- Proficient in Unix operating systems
- Familiarity with the NetApp product portfolio and practical working knowledge is beneficial
- Hands-on experience with Enterprise Storage solutions
- Understands block storage systems
- Possesses knowledge of S3 cloud storage concepts

Education

- Over two years of experience in a Technical Support setting

Experience Level

Mid Level