Escalation Engineer

NetApp; Bengaluru; Hybrid; INR 600,000 - 1,000,000; Full time

Job summary

NetApp Bengaluru seeks a technical support engineer to assist customers and partners with UNIX-based backup for critical applications such as Oracle and SAP. You will respond when first-line support cannot resolve issues and may design technical training for internal teams.

Role requires strong communication, fast learning, and a solid grasp of networking, storage concepts, and enterprise applications. Hybrid in-office expectations are expected as part of the recruitment process.

Qualifications

• Excellent written and verbal communication skills.
• Strong customer service aptitude for high-stress situations.
• Fast learner with ability to adopt new technologies.
• Ability to follow standard engineering practices.
• Creative approach to problem solving.
• Understanding of AI tools, systems and practices.

Responsibilities

• Provide technical support to customers and partners on UNIX-based backup for applications (Oracle, SAP, etc.).
• Respond to situations where first-line product support has failed to isolate or fix problems.
• Occasionally design and deliver technical training or brown-bag sessions.
• Report design and reliability issues to software engineering.

Skills

Communication

Customer service

Learning agility

Problem solving

Engineering principles

AI tools understanding

Tools

VMware

Hyper-V

XenServer

NFS/CIFS

DNS

Active Directory

SAN/FCP

Job description

Job Summary

Provides technical support to customers and partners on UNIX based backup for applications (ORACLE, SAP etc.).

Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

Occasionally designs and deliver technical training/brown-bags.

Reports design and reliability problems or code issues to software engineering

Job Requirements

• Good written and verbal communication skills.
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers 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.
• Understanding of AI tools , systems and practices

Solid understanding of the following protocols and applications:

• UNIX/Linux configuration, administration and technical support
• Microsoft Windows environment configuration, system administration and technical support
• The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions
• SAN connectivity methodologies for storage systems (FCP/iSCSI)
• TCP/IP and Networking

Additionally, 1 or more areas of expertise such as:

• Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)
• Backup Solutions with enterprise applications
• Snapshot/ShadowCopy technology
• Network Attached Storage protocols experience (NFS/CIFS) and related required protocols (DNS, NIS, and Active Directory)

Education

IC - Typically requires a minimum of 8 years of related experience.Mgr & Exec - Typically requires a minimum of 6 years of related experience.

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.

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 You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support - rather than replace - human decision-making.