Technical Support Engineer

NetApp, Inc.; Wichita (KS); Hybrid; USD 75,000 - 110,000; Full time

Job summary

NetApp, Inc. is seeking a Technical Support Engineer for the 2nd shift on our ESeries/Grid/ONTAP Core/Data Protection team. You will diagnose, troubleshoot, repair, and debug issues across NetApp storage products while supporting customers, field staff, and support personnel.

The role can be located in RTP, NC or Wichita, KS and is a second shift position. The role emphasizes customer service, teamwork, and continuous learning of new technologies with a focus on delivering effective solutions

Qualifications

• Respond to post-sales customer issues via phone/email/chat and monitor alerts.
• Research customer issues and follow up with recommendations and actions.
• Troubleshoot a variety of NetApp hardware/software products and environments.

Responsibilities

• Respond to post sales customer support issues via multiple channels.
• Monitor and respond to alerts on customer systems.
• Raise support cases for alerts via Active IQ/AutoSupport or direct requests.
• Research issues in a timely manner and follow up with customers on recommendations.
• Technical troubleshooting of NetApp hardware/software.
• Collect and analyze logs to identify root causes.
• Collaborate with other engineers to resolve cases quickly.
• Escalate when problems extend beyond your area of expertise.
• Create knowledge base articles for reuse within the center.
• Share best practices with the team and learn new technologies.

Skills

Customer service mindset

Troubleshooting

Cross-team collaboration

Analytical thinking

Tools

Docker

Kubernetes

PerfStat

ASUP logs

Job description

Job Summary

As a Technical Support Engineer on our 2nd Shift ESeries/Grid/ONTAP Core/DP/Performance team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp Eseries/Grid/ONTAP Core/DataProtection/OnCommand and various suite of NetApp product lines. Support incidents can range from various hardware and software issues with NetApp FAS/AFF/Eseries/SAN/NAS/SolidFire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality.

This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.

Job Requirements

Essential Functions:

• Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
• Be responsible for monitoring and responding to alerts on customer systems.
• Raising support cases for alerts received by Active IQ/AutoSupport monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Technical troubleshooting of customer environments on a variety of NetApp Hardware/Software products.
• Collection and analysis of multi-platform logs to identify issues and determine root cause

Case management:

• Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications

Job Requirements

• Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
• Ability to work under pressure and manage multiple work streams
• 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.
• Analytical approach to problem solving.
• Experience in troubleshooting methodologies

Education

General knowledge of several of the following:

• - Operating systems including Linux and Windows
• - NFS, the UNIX remote file sharing protocol
• - CIFS, the Windows NT remote file sharing protocol
• - Cloud platforms such as Amazon Web Services, Google Cloud Platform, and Microsoft Azure
• - Experience with containers, especially Docker or Kubernetes (highly desired)
• - Troubleshooting block storage access protocols like FC and iSCSI
• - SAN connectivity methodologies for storage systems
• - RAID and NetApp storage system operating systems such as Data ONTAP or E-Series Operating System (EOS)
• - NetApp solutions developed for applications involving E-Series and/or FAS storage systems
• - Server and storage hardware troubleshooting
• - Basic networking concepts including TCP/IP
• - Use of tools, logs, and support utilities to analyze system issues (e.g., perfstat, packet traces, ASUP logs)

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.