Technical Support Engineer

NetApp

Full-time - Entry Level

Computer and Electronic Product Manufacturing

About the position

The Technical Support Engineer at NetApp Inc. is responsible for providing enterprise-level assistance to customers by diagnosing and troubleshooting software and hardware issues related to NetApp Storage. This role requires strong customer service and technical problem-solving skills, as well as the ability to act as a liaison between customers and engineering support during escalated problems. The engineer will collaborate with various teams to resolve complex technical issues and continuously develop their skills using available learning tools.

Responsibilities

• Provide Tier II technical support to enterprise clients, resellers, and third-party support providers on complex and escalated scenarios.
• Provide troubleshooting and technical support via phone, web-based tools, and email.
• Act as a liaison between customers and engineering support during problem escalations.
• Collaborate with other teams and experts to solve complex technical issues.
• Continuously develop skills leveraging several learning tools available at NetApp Inc.

Requirements

• Excellent troubleshooting skills and a passion for problem solving and investigation.
• Strong troubleshooting experience with file sharing protocols and applications such as CIFS, NFSv3, NFSv4, Citrix, Hyper-V, and VMware.
• Excellent knowledge of operating systems including Windows servers (2008, 2012, 2016), UNIX, Linux, and RHEL.
• Strong troubleshooting experience with Ethernet and TCP/IP networking protocols.
• Strong troubleshooting knowledge on DNS, LDAP, NIS, DC, AD, and Kerberos.
• Ability to identify and troubleshoot SMB and NFS authentication and authorization issues.
• Strong knowledge and experience in troubleshooting issues on either NFS or CIFS or TCP/IP is mandatory.
• Ability to diagnose complex problems and deliver analyses of root causes across a stack of complex applications, OS, network switching, and storage elements.
• Experience in administration and troubleshooting of NetApp 7 Mode and C Mode is a plus.
• Exposure to working with VSCAN and Fpolicy is a plus.
• Knowledge of tools like perfstat, wireshark, netmon, and ASUP logs is a plus.

Nice-to-haves

• Experience in administration and troubleshooting of NetApp 7 Mode and C Mode.
• Exposure to working with VSCAN and Fpolicy.
• Knowledge of tools like perfstat, wireshark, netmon, and ASUP logs.

Benefits

• Comprehensive health care coverage.
• Life and accident plans.
• Emotional support resources for employees and their families.
• Legal services.
• Financial savings programs to help plan for the future.
• Educational assistance for professional and personal growth.
• Access to various discounts and perks to enhance overall quality of life.
• 40 hours of paid time off each year to volunteer with favorite organizations.