Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or 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.
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.
Basic understanding of the following protocols and applications:
NFS, the UNIX remote file sharing protocol
CIFS, the Windows NT remote file sharing protocol -SAN connectivity methodologies for storage systems
TCP/IP and Networking -RAID -NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.