Technical Support Engineer
NetApp · Wichita, Kansas, United States; Morrisville, North Carolina, United States · talentbrew
$117,700 – $117,700
Your contacts at NetApp (9)
Why You're a Fit
Job Description
Job Summary
As a Technical Support Engineer, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp Cloud Volumes OnTap and BlueXP products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions to multi-system, multi-vendor, and multi-network interoperability issues.
To be successful in this role, you must be a motivated self-starter and self-learner and possess a strong customer service mentality. This role provides you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center.
Essential Functions
- Respond to post-sales customer support issues raised via phone, email, web, chat, or internally through ActiveIQ Automated Case Generation
- Research customer issues promptly and follow up directly with recommendations and action plans
- Collect and analyze multi-platform logs to identify issues and determine root cause
- Focus on addressing the root cause rather than symptoms
- Maintain keen attention to detail, recognize patterns, and have an interest in problem solving
- Collaborate with other Technical Support Engineers to quickly facilitate solutions
- Escalate cases to Escalation Engineers when problems are too complex or outside specific expertise
- Leverage internal technical expertise, including senior engineers, knowledge base, and internal tools, to provide effective solutions
- Publish new knowledge base articles to share information for reuse by customers and Technical Support Centre personnel
- Share best practices with Technical Support Centre staff and learn about new technologies and complementary storage applications
Job Requirements
- Experience in troubleshooting methodologies
- Expertise required in two or more of the following areas:
- NetApp Cluster-Mode Storage Solutions and related technologies
- Data ONTAP operating system and NetApp High-Availability (HA) technology
- NetApp Storage Management Software Suite
- NetApp Data Protection Software and related backup technology
- Performance issues relating to NetApp storage solutions
- UNIX/Linux configuration, administration and technical support
- Microsoft Windows environment configuration, system administration and technical support
- NAS and/or SAN storage and surrounding infrastructure
- Interoperability of enterprise applications (e.g., Microsoft Exchange, Microsoft SQL Server, Oracle, SAP) with NetApp storage systems and solutions
- Server and Desktop Virtualization Solutions (e.g., VMware, Microsoft HyperV, Citrix)
- One or more cloud solutions: AWS, Google Cloud, Azure, Cloud orchestration (K8s)
- Data tiering concepts
- NVMe-oF
- BMC & IP
Education
3+ years of experience in UNIX, Windows networking administration, Devops, Cloud, Data Warehousing or technical support is required
A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
Compensation:
The target salary range for this position is 79,050 - 117,700 USD The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.