Technical Support Engineer - Second Shift

NetApp, Inc.; Morrisville (NC); Híbrido; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

LOCATION REQUIREMENT

Candidates must be located in Raleigh, NC or Wichita, KS. This role follows our hybrid work model, requiring three days per week in one of the office locations listed above. Candidates not currently located or willing to relocate themselves in the listed locationswill be automatically disqualified.

SHIFT REQUIREMENT

This is a second-shift opportunity, with standard work hours of approximately Monday - Friday, 1:00 - 10:00 p.m. ET / 12:00 - 9:00 p.m. CT. Additional compensation is provided for working an off-shift schedule. As we continue to build and scale the team, after-hours and weekend on-call coverage may also be required as needed, with additional compensation provided for on-call responsibilities.

JOB SUMMARY

Looking to join a fast paced and challenging technical team where you can put your Cloud Hyperscaler knowledge to use? NetApp is growing our Cloud teams across the US, Europe and APAC. In support of that mission, we are seeking a Technical Support EngineerwithCloud Hyperscaler experience.We are looking for eager individuals who love debugging and solving technical problems throughout a technology stack, to join our team and help deliver amazing capabilities to market.You willdeliver high-quality solutionsto partner escalations through email, phone and chat, and meetpriority-based SLAs. You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systemsin an enterprise-class cloud-native storage environment. You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe. You have the opportunity to driveissue mitigation with our Tier1 Cloud partner and deliverworkarounds or solutions. You are responsible for training our Tier1 Cloudpartner andenhancing teamprocesses and workflows based on data analysis.

QUALIFICATIONS

• A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat.
• Practical experience with public cloud providers such asGCP,Azure,OCIorAWS.
• Required: Solid understanding of the following topics and troubleshooting thereof: Storage and networking infrastructure, Windows and Linux file services (i.e. NFS and CIFS/SMB), compute, storage, networking and debugging tools.
• Experience inNetworkingandStorage, 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.

MUST HAVE'S

• 3+ years of experience in data management systems & storage platforms for managing and storing data across various workloads and environments. (ONTAP or similar systems)
• Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3-5years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional industry experience.
• Strong operational expertise with hyperscaler cloud platforms including AWS, Azure, GCP, or OCI
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Experience in working with Enterprise customers globally.
• Willing to put in time after hours as needed, as well as handling weekend on call functions.

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.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one.

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.