Technical Support Engineer - SolidFire
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The Tier-3 Technical Support Engineer will support both hardware and software products for end-users. The candidate will be a member of the technical support team and will be responsible for resolution of cases from Customers.
Support cases are logged by the customer base via phone and ticketing system. The Tier-3 Technical Support Engineer position will require interaction with customers on the phone and via email.
The candidate will be a member of the technical support team and will be responsible for resolution of cases from Customers. The successful candidate will have a strong technical background, and most importantly, good troubleshooting skills at the network and OS levels. The candidate will also have organizational and professional skills to deliver the highest level of response to the customer.
Essential Duties and Responsibilities: Additional duties may be assigned.
Respond to post-sales customer support issues. The Tier-3 Support Engineer may be asked to handle the support duties after business hours and over weekends and holidays. After business hours activities are handled on an on-call basis with a rotation schedule over the Tier-3 team.
Collect pertinent information from customers.
Technical troubleshooting of network storage solution issues and product issues.
Document case details in Case Management system.
Manage customer issues, escalating to next Support Tier when appropriate.
Escalation to management when requested by the customer and when the handling of the case may require management involvement.
Participation in weekly staff meetings.
Production of knowledge base articles and documentation material.
Some travel may be required (less than 15%) to accommodate customer on-site visits when necessary.
Provide coaching to lower Tiers of Support, responding to their questions during the resolution of customer cases and dispersing knowledge within the organization. Participation to weekly staff meetings of lower Tiers to describe the resolution of issues escalated to the Tier-3 team.
Occasional training delivery duties may be required to address learning needs for new employees or internal/external customers.
Must have technical knowledge, at the IT Administrator level, and experience in the following: network operating systems (Linux and Windows Server 2003), IP networking, and storage technologies, including LAN/WAN, TCP/IP, RAID, SAN and Virtualization.
Ability and prior exposure in reading OS, system and proprietary logs is recommended for this position. This includes familiarity with a variety of script languages and ability to read and understand programming code.
Must have experience with performance troubleshooting complex systems and network problems is required.
Exceptional customer management and communication skills, both verbal and written, is required to understand customer needs and ensure clarity on status of technical problems. Experience with one or more Case Management systems is a plus.
Candidate will possess a positive attitude, be willing to be part of a team and help establish process and workflows. The candidate will also have organizational and professional skills to deliver the highest level of response to the customer.
This description may not contain all essential functions of the position. We strive to comply with all the requirements of ADA and reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and Experience
Qualified candidates will need to have a BS in Computer Engineering, Electrical Engineering or equivalent degree.
Minimum of 3 years of experience in a technical support organization and performance troubleshooting as well as product specific training related to networked storage products is required.
Physical Demands: While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit.
Work Environment: The noise level in the work environment is usually quiet.
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NetApp is an equal opportunity employer and makes employment decisions on the basis of merit. We are committed to compliance with all applicable laws providing equal employment opportunities. NetApp? makes reasonable accommodations, consistent with applicable laws, for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions, unless undue hardship would result.