**Job Summary** We are seeking a skilled Escalation Engineer with expertise in NetApp ONTAP, data center operations, and storage concepts. The ideal candidate will possess a robust technical background in data storage, coupled with extensive experience in providing technical support and leading teams in resolving complex issues. This role requires a deep understanding of product sustainability, engineering cycles, and a commitment to delivering exceptional customer service. **Job Requirements** - Serve as a subject matter expert in NetApp ONTAP and related storage technologies. - Lead and coordinate resolution efforts for escalated technical issues, collaborating closely with cross-functional teams. - Provide advanced troubleshooting and problem-solving expertise to address complex customer issues. - Conduct in-depth analysis of customer environments to identify root causes and develop effective solutions. - Actively participate in product sustainability initiatives, including product lifecycle management and engineering cycles. - Mentor and guide junior team members, fostering a culture of continuous learning and development. - Communicate effectively with customers, internal stakeholders, and management, both verbally and in writing. - Document technical solutions, best practices, and knowledge base articles to enhance team efficiency and customer satisfaction. **Education & Requirements** - Bachelor’s degree in Computer Science, Information Technology, or related field. - Extensive experience for 10+ years in technical support as a Sr. Engineer/Principal Engineer, handling escalations preferably in a storage or data center environment. - In-depth knowledge of NetApp ONTAP and storage concepts such as SAN, NAS, RAID, and replication. - Strong understanding of data center architectures, virtualization technologies, and cloud platforms. - Proven track record of leading teams in resolving technical escalations and driving issue resolution. - Excellent collaboration skills with the ability to work effectively in a cross-functional team environment. - Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences. - Demonstrated ability to prioritize and manage multiple tasks in a fast-paced environment. - Relevant certifications such as NetApp Certified Implementation Engineer (NCIE) or equivalent are a plus. 130383 At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process. **Equal Opportunity Employer:** NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification. **Why NetApp?** We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches. We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life. If you want to help us build knowledge and solve big problems, let's talk.