Senior Escalation Engineer – Cloud & Storage (Hybrid)

NetApp; Morrisville (NC); Hybrid; USD 120,000 - 180,000; Full time

Job summary

NetApp is seeking an advanced Escalation Engineer to lead critical support for Cloud solutions. You will mentor a team of Technical Support Engineers and provide expert analysis across hardware, software, networking, and cloud platforms.

The role partners with Engineering, Product Management, and hyperscalers to drive issues to resolution while maintaining customer communications and high service levels. Hybrid work expectations apply in Raleigh or Wichita.

Qualifications

• Bachelor's degree in engineering, CS, IT, or related field.
• Minimum 8 years in technical support, cloud operations, or related technical field.
• Experience leading complex escalations and cross-functional investigations.
• Proven ability to mentor and develop senior engineers.
• Strong written and verbal communication with customers and executives.
• Experience with global enterprise customers and distributed teams.
• Ability to learn new technologies and apply them to customer-facing work.

Responsibilities

• Serve as the primary escalation resource for engineers and partners.
• Mentor engineers in advanced troubleshooting and escalation management.
• Lead complex problem resolution with cross-functional teams.
• Investigate platform, cloud, storage, networking, and service issues.
• Conduct advanced troubleshooting of logs, telemetry, and databases.
• Participate in on-call rotation and after-hours support as needed.
• Lead customer meetings and executive communications through escalation lifecycle.
• Identify improvements to escalation processes and workflows.
• Develop and deliver technical training sessions.

Skills

Escalation leadership

Mentoring

Advanced troubleshooting

Cloud platforms

Storage networking

Linux/Windows

Root cause analysis

Education

B.S. in Engineering/CS

Tools

ONTAP

Cloud APIs

Telemetry/diagnostics

Job description

NetApp is seeking an advanced Escalation Engineer to lead critical support for Cloud solutions. You will mentor a team of Technical Support Engineers and provide expert analysis across hardware, software, networking, and cloud platforms.

The role partners with Engineering, Product Management, and hyperscalers to drive issues to resolution while maintaining customer communications and high service levels. Hybrid work expectations apply in Raleigh or Wichita.