Technical Support Engineer - Second shift

NetApp
life insurance, paid time off

Feb 20, 2025
Job Summary Looking to join a fast paced and challenging technical team where you can put your troubleshooting and knowledge to use in an enterprise Cloud environment? NetApp is growing our Cloud teams across the US, Europe and APAC. We are looking for eager individuals who love debugging and solving technical problems throughout a technology stack, to join our team and help deliver amazing capabilities to market. In this role, you will join our second-shift team to deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs. You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systems in an AWS environment. You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe. You have the opportunity to drive issue mitigation with our Tier1 support partner and deliver workarounds or solutions, while also training our Tier1 support partner and enhancing team processes and workflows based on data analysis. * This is a second-shift opportunity located in either Raleigh/Durham (RTP), NC, Wichita, KS, or Boulder, CO. Our current work arrangement is a hybrid model, with a multiple-day in-office requirement.Standard work hours are approximately Monday-Friday, 1-10pm ET/Noon-9pm CT/11am-8pm MT, and additional compensation is provided for working an off-shift. * After hours and weekend on call responsibilities will also be a function of this role, as needed. Job Requirements A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat. Hyperscaler training and/or experience, preferably withAmazon Web Services (AWS), is a plus. Solid understanding of the following topics and troubleshooting thereof:Storage and networking infrastructure,Windows and Linux file services (ie. NFS and CIFS/SMB),AWS console, compute, storage, networking and debugging tools. Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier1 support partners 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 engineering principles and practices. Creative approach to problem solving. Experience in working with Enterprise customer globally. Education/Experience A minimum of 5+ years of relevant experience, as outlined above, is required. Hyperscaler experience is preferred, but not required. AWS certification is preferred, but not required. Compensation The base salary range for this position is $100,000 - $130,000 and will be determined by the candidate's location, qualifications, experience, and education. 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. 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. Did you know... Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you. 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.