Job Summary

Technical Support Engineer Engineer 4 provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting and debugging complex software or network systems. Responds to situations where first-line and second line product support have failed to isolate or fix problems in malfunctioning software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Job Requirements
Good written and verbal communication skills.
Good interpersonal communication and 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.
Good written and verbal communication skills.
Good interpersonal communication and 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.
Solid understanding of the following topics and troubleshooting thereof:
Storage concepts and infrastructure
Cloud Service management (AWS, Azure or Google Cloud)
NetApp Storage System operating systems such as Data ONTAP
Networking concepts
Basic understanding of
Windows and Linux Operating Systems
Virtual infrastructure
Remote authentication methodology and data collection on remote systems
Knowledge of the following technologies will be considered an asset
OnCommand products suite
NetApp High-Availability (HA) technology
NetApp / industry relevant certifications (i.e. NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc)
FAS storage systems
The usage of tools, logs, and support tools needed to analyze system issues (such as ASUP logs, perfstat, packet traces, etc.)

Must have at least 1 or more areas of expertise such as:
Cloud Service management (AWS, Azure or Google Cloud)
NetApp Cluster-Mode Storage Solutions and related technologies

Education
Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.