**Job Summary** This is an advanced technical role that involves leadership, coaching, mentoring and escalation management for our Cloud products. This role provides advanced technical support to customers, customer support personnel, and field support staff, focused on advanced diagnosis, troubleshooting, repairing and debugging NetApp products, including software, hardware and cloud services including multi-vendor interoperability issues. This may also include extensive collaboration with engineering and the Critical Account Program. **Job Requirements** + Respond to incoming cases of client services department as backup during peak times. + Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development. + Conduct extensive troubleshooting of backend databases and identify root cause of data issues. + Engineer and investigate both platform and product issues. + Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures. + Direct clients through issue resolution including customer meetings, status reports and updates. + Identify, propose and enforce escalation process improvements + Provide Brownbag/trainings about topics within your area of technical expertise + Vocal technical consultant / expert for Technical Support Engineers and Technical Support Managers + Strong understanding of: + NetApp hardware, software and cloud solutions experience + AWS-native integrations such as CloudWatch, IAM roles, and VPC configurations that impact FSx ONTAP behavior + Remote authentication methodology (LDAP, SAML etc) + Data protection and backups + Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS) + RestAPI methodolog + Familiarity with multi-pathing software, volume managers, file systems, and backup software is desired. + Demonstrated participation in multiple, complex technical projects. **Education** + A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required + A minimum of 8 years of experience is required Compensation: The target salary range for this position is $119,000 - $155,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process. 131381 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 federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other 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 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. Finally, we provide financial savings programs to help you plan for your future. If you want to help us build knowledge and solve big problems, let's talk.