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. EducationA 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.