Technical Support Engineers assist NetApp Customers by providing a range of technical support including:
Resolve Customer problems via the telephone, the web, or AutoSupport.
Research Customer issues promptly and follow up directly with the Customer with recommendations and action plans.
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of the specific area of expertise.
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to add to the knowledge base to provide solutions to customer issues.
Create new knowledgebase articles to capture new learning for reuse throughout the center.
Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications.
Qualifications
Excellent written and verbal communication skills in English (B2 or higher)
Basic understanding of some of the following protocols/technologies:
Storage (NAS / SAN)
Networking - TCP/IP
Hardware / RAID
Operating Systems (Windows / Unix)
Good interpersonal communication and Customer service skills are needed 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 research and troubleshooting processes