Academy - Technical Support Engineer

This job was posted by : For more information, please see: Job Summary The Sales, Services and Support (S3) Academy is designed for entry-level talent. It includes a robust 90 day training, business integration support, and other tailored programs to promote professional development and community. During this training, Academy Participants gain the foundational knowledge needed to have a basic understanding of the Storage Industry, NetApp, and products and solutions. Additionally, they effectively develop transferable soft skills that will allow them to excel within the organization and in their long- term careers. We are seeking candidates for an entry-level position with 2-3 years of professional experience in the tech support field. This role is designed for individuals looking to build on their existing skills and take the next step in their career. The Technical Support Engineer (TSE) rolefocuses on diagnosing, troubleshooting, anddebugging technicalproblemsassociated with NetApp Hardware and Softwareboth on premises and in the Cloud.A TSEwillrespond to situations where first-line product support has failed to isolate or fix problems in the field.TSEs are expected to be able to handle multiple concurrent issues while documentingall pertinent information pertaining totroubleshooting and resolving issues viaCRM. TSEswill captureand record allknowledge learnedvia the NetAppKnowledgeBase.We are seeking anenergized,self-motivated, team playerto work in a fast-paced, high-pressured,dynamicenvironment providing remote technical support to NetApp Customers, Partners,andField Engineers viachat,phone, email, and remote sessions. Responsibilities include: Triage and troubleshoot NetApp systems and productsviachat, phone, email and remote sessions with customers, partners, and internal field engineers Read and analyze various system and application logsto determine where an issue is. Ask customers targeted questions to diagnose problems and providetimely solutions. Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action Provide timely updates to customers on status and progress of cases and properly set expectations. Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier Createand/orimprove Support Knowledge Base to document issues, errors, and solutionssorepeatedproblems can be solved quicker. Ensureissuesare documented thoroughly, clearly citing customersproblem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent informationinto CRM system Understand conditions in which a field issue could be escalated Collaborate with downstream teams to resolve technical issues Job Requirements Highly proficient written and verbal communication skills Ability to work under pressure and respondcalmly in high stress situations Team oriented individualthatcanalsoworkindependently,in office andremote, withminimal supervision Can demonstrate proficientproblem solving,troubleshooting,and diagnosis skills Basic technical understanding in two or more of the following areas: Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows,Unixor Linux Experience This position typically requires a minimum of 2 years of relevant work experience./ / Additional Details / Job Posting Info: This is a pipeline position that will be opened on a recurring basis and used to fill roles aligned with the required skill sets. Recruiting efforts will be ongoing until specific teams find an ideal match./ Thrive Together: In-office interactions are critical to achieving stronger, more integrated results. NetApp introduced Thrive Together to support increased in-office engagements globally. Thrive Together is an intentional progression of the companys approach to hybrid work designed to foster stronger connections and collaboration and drive enhanced business performance. Compensation / The base salary range for this position is/$83,000 - /$117,000and will be determined by the candidate/'s location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package

Created: 2024-10-27