Full Job Description
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 SolidFire product line. Support incidents can range from various hardware and/or software issues with SolidFire 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.
Respond to post sales customer support issues, raised by the customer via phone/email/web, or internally via Active Support.
Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. Technical troubleshooting of customer environments and the SolidFire product.
Collection and analysis of multi-platform logs to identify issues and determine root cause. Case and Incident management.
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 your 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. Mentor colleagues to help the team grow. Deliver training material for NetApp employees and Partners.
Good written and verbal communication skills in English.
Good interpersonal communication and customer service skills.
Ability to work under pressure
Ability to manage multiple work streams
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
Analytical approach to problem solving.
Good understanding of two or more following technologies
TCP/IP and Networking
Knowledge on the following would be an added advantage
Cloud Container / Docker Kubernetes
Previous experience with technical support & case management systems
A Bachelor of Science Degree in Computer Science, Electrical, Electronic Engineering or related field, or equivalent work experience; and 3-5 years of experience in a relevant technical support role.