Technical Support Engineer

NetApp, Inc.; Wichita (KS); Hybrid; USD 78,795 - 117,260; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Retirement or Pension Plans

Paid Time Off (PTO)

Performance-Based Incentives

Employee stock purchase plan

Volunteer time off program

Educational assistance

Legal services

Access to discounts

Job summary

An established industry player is seeking a dedicated technical support specialist to join their Hardware team. This role focuses on providing remote troubleshooting support for a variety of hardware devices, including switches and storage systems. You will also engage in network issue resolution and assist with software upgrades, all while ensuring top-notch customer service in a fast-paced environment. With a commitment to innovation and collaboration, this company fosters a hybrid work culture that values employee contributions and offers a comprehensive benefits package. If you are passionate about technology and eager to make an impact, this opportunity is for you.

Qualifications

• 2+ years of experience in technical support or related field.
• Strong customer service skills and problem-solving aptitude.

Responsibilities

• Provide remote troubleshooting support for NetApp HW devices.
• Assist with parts ordering and recovery activities.

Skills

RAID

Switches/Routers/Cables

Network cards

Storage Disk

Windows

Linux

Networking and TCP/IP

SW upgrades

SAN/NAS

NFS

CFS

ONTAP or similar storage background

Education

2 years of relevant experience

Job description

Job Summary

This second shift technical support opportunity is with our combined Core/Hardware team. The primary focus of this role will align with the Hardware (HW) functions.

The Hardware support team assists with providing remote troubleshooting support for all NetApp HW devices including switches, storage filers, cables, Storage Disk, Network Cards, Chassis, power supplies, etc. You may also assist with parts ordering and planned and unplanned recovery activity/actions support for customer admins. Our environment is a mix of Windows and Linux. Storage support or similar industry background is ideal, but not required. From a Core perspective you'll learn about the actual NetApp Ontap Software (SW) that runs on the NetApp HW devices. Here we perform troubleshooting of all issues that are tied back to the Ontap SW. We provide support during Ontap upgrades and identify and resolve any issues that occur during or after upgrades. We also assist with identifying and resolving network issues, configuration issues, storage capacity issues, ransomware, version conflicts, permission issues, failing backups, and system performance and Storage Encryption issues.

* This is a second shift opportunity that can be located in either Research Triangle Park (RTP) NC or Wichita KS. Working hours are Monday-Friday, 1pm-10pm local time. There is a two day in-office requirement on the designated days of Wednesday and Thursday. Additional compensation is offered for working an off-shift schedule. Candidates local to one of these areas need only apply! *

Job Requirements

Understanding of the following:

• RAID
• Switches/Routers/Cables
• Network cards
• Storage Disk
• Windows required, Linux desired

Secondary skills:

• Networking and TCP/IP
• SW upgrades
• SAN/NAS
• NFS
• CFS
• ONTAP or similar storage background

• Strong 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.

Education

A minimum of 2 years of relevant experience is required. Applicable education, certifications, and/or training are advantageous but not mandatory.

Compensation:
The target salary range for this position is 78,795 - 117,260 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. 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.