Cloud Storage Support Engineer — Second Shift (Hybrid)

NetApp, Inc.; Morrisville (NC); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NetApp is seeking a Technical Support Engineer with Cloud Hyperscaler experience to join a fast-paced, global team. You will diagnose and resolve complex storage, compute and network issues in enterprise cloud-native environments, delivering high-quality solutions to partner escalations by email, phone and chat.

This role requires strong English communication, after-hours/on-call readiness, and collaboration across global engineering teams.

Qualifications

• 5+ years of experience in Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat.
• Practical experience with public cloud providers such as GCP, Azure, OCI or AWS.
• Solid understanding of Storage and networking infrastructure, Windows and Linux file services (i.e. NFS and CIFS/SMB), compute, storage, networking and debugging tools.
• Experience in Networking and Storage, especially in cloud-based or distributed storage systems.
• Troubleshoot complex storage issues involving performance, connectivity, replication, protocols, certificates, encryption, S3 access, latency, node failures, and application integration.
• Strong command of the English language; both written and verbal communication skills.
• Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier1 Cloudpartners in high stress and/or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

Responsibilities

• Deliver high-quality solutions to partner escalations through email, phone and chat, meeting priority-based SLAs.
• Diagnose, troubleshoot and debug complex software, file system or network systems in an enterprise-class cloud-native storage environment.
• Report design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe.
• Drive issue mitigation with our Tier1 Cloud partner and deliver workarounds or solutions.
• Train Tier1 Cloud partner and enhance team processes and workflows based on data analysis.

Job description

NetApp is seeking a Technical Support Engineer with Cloud Hyperscaler experience to join a fast-paced, global team. You will diagnose and resolve complex storage, compute and network issues in enterprise cloud-native environments, delivering high-quality solutions to partner escalations by email, phone and chat.

This role requires strong English communication, after-hours/on-call readiness, and collaboration across global engineering teams.