Technical Support Engineer

About Net App

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?

"At Net App, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."
-George Kurian, CEO

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 Net App products. Support incidents can range from various hardware and/or software issues with Net App 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, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

• Resolve Warranty, Major Account, Government, and Support Edge Premium and Standard customer problems via the telephone, the web or Auto Support.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
• Begin to focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.

• A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field, or equivalent work experience
• 3-5 years of experience in UNIX, Windows, networking administration or technical support is required
• Bilingual skills in Korean and Chinese, both verbal and written communication
• Working shift - may need to work during night or weekend
• Basic understanding of the following protocols and applications
• NFS the UNIX remote file sharing protocol
• CIFS the Windows NT remote file sharing protocol
• SAN connectivity methodologies for storage systems
• TCP/IP and Networking
• RAID
• Net App Storage System operating systems such as Data ONTAP or E-Series Operating System EOS
• Net App solutions developed around specific applications involving E-Series and/or FAS storage systems
• The usage of tools logs and support tools needed to analyze system issues such as perfstat packet traces ASUP logs etc
• Good written and verbal communication skills
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers 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

Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

In a world full of generalists, Net App is a specialist. No one knows how to elevate the world’s biggest clouds like Net App. 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.