{"id":4171419,"url":"https://alion.io/job/netapp-supportability-engineer-keystone","title":"Supportability Engineer - Keystone","company":{"id":58700,"name":"NetApp","domain":"netapp.com","url":"https://alion.io/company/netapp","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":90,"open_postings":32,"ghost_share":0,"stale_share":0.375,"repost_share":0.031,"time_to_fill_p50_days":54,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amsterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"Hyper-V","optional":false},{"name":"Model Distillation","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-09-18T18:04:42Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T14:51:26Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"Job Summary\nSupportability Engineer - Keystone\nAs a Supportability Engineer for Keystone Storage as a Service, you will provide advanced technical support to customers, customer support personnel, and field support staff. You will partner with KSM and CSD resources to provide customer experience never seen at NetApp. Your role involves monitoring, diagnosing and troubleshooting NetApp Keystone environments, including hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. You will respond to situations where first-line product support has failed to isolate or fix problems, ensuring optimal results. This role requires a proactive professional with demonstrated technical problem-solving skills, subject matter expertise, and strong customer service orientation and experience. Fluency in English is required. This is a new role within NetApp and an exciting opportunity.\nEssential Functions\nProactive Function: Manage Keystone-specific service functions, including hardware, OS, and software releases, critical functionality patches, advisories, vulnerabilities, technical risk mitigation, and firmware updates.\nPlanning and Execution: Conduct general planning for OS, software, hardware upgrades, patch installations, data migration, and design best practices. Develop and execute roll-back plans and best practices recommendations.\nData Management: Utilize data management tools to oversee Keystone capacity utilization on an estate-wide and per-customer basis, including performance levels, capacity committed and consumed, physical capacity consumed, data efficiency ratio, IOPS delivered, latency delivered, capacity thresholds, and performance thresholds.\nReporting and Maintenance: Collect and maintain data on hardware health, OS version status, firmware status, incident status, EOS status, on-site installed tool status, software licensing status, support contract, and entitlement status.\nPush Communications and Interfacing: Disseminate risks, alerts and security bulletins and work closely with Keystone Success Managers, Support Account Managers, Deployment Team and CSD to ensure distillation of the important aspects to all relevant teams.\nAdvanced Troubleshooting: Diagnose and resolve complex issues related to Keystone products, customer environments, and associated cloud environments (Azure, Google Cloud Provider, AWS).\nCustomer Support: Respond to post-sales customer support issues via phone, email, web, or chat.\nResearch and Analysis: Collect and analyze multi-platform logs to identify issues and determine root causes.\nCollaboration: Work closely with other Technical Support Engineers and escalation teams to facilitate quick solutions and identify defects.\nKnowledge Sharing: Create new knowledge base articles and improve existing ones for reuse throughout the Technical Support Center.\nJob Requirements\nExperience: 5+ years of relevant technical support experience.\nTechnical Skills: Extensive hands-on experience with networking protocols and storage technologies (e.g., NFS, CIFS, SAN, iSCSI, TCP/IP, RAID). Proven experience with NetApp Storage Systems (ONTAP 9 AFF/ASA/FAS, E-Series) and associated management tools.\nCertifications: NCDA Certification within first 6 months of hire\nCloud and Virtualization: Experience with virtualization (VMware, Hyper-V, Citrix) and cloud solutions, emphasizing performance issue detection under load.\nCommunication: Strong written and verbal communication skills in English, plus one or more of the following languages: Japanese, French, or German.\nProblem-Solving: Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills. Capacity to proactively identify potential issues, raise concerns early, and propose innovative, preventative resolutions.\nInterpersonal Skills: Strong interpersonal skills to effectively manage stressful or ambiguous situations and deliver superior customer service.\nTechnical Expertise: Familiarity with ancillary technologies such as DNS, NIS, and Active Directory. Expertise in performance troubleshooting, including diagnosing issues in NetApp systems (throughput, latency, high-load bottlenecks).\nCollaboration: Established track record of collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.\nFluency in English\nEducation\nIC - Typically requires a minimum of 5 years of related experience.Mgr & Exec - Typically requires a minimum of 3 years of related experience.","description_format":"text","description_chars":4518,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Japanese","level":"All levels","optional":false},{"language":"French","level":"All levels","optional":false},{"language":"German","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)","Enterprise Storage Systems","Digital Storage"],"lifecycle":[{"event":"open","at":"2026-11-12T14:51:26Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.817,"p_room":0.44,"age_days":54,"expected_fill_days":54,"reasons":["conf:2","win:tail","crowd:brand"],"computed_at":"2026-11-12T17:05:33Z"},"pay":null,"html_url":"https://alion.io/job/netapp-supportability-engineer-keystone","json_url":"https://alion.io/job/netapp-supportability-engineer-keystone.json","meta":{"generated_at":"2026-11-12T17:05:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35921,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58700},"rest":"https://alion.io/mcp/rest/get_company?id=58700"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetapp-supportability-engineer-keystone"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetapp-supportability-engineer-keystone"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetapp-supportability-engineer-keystone"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/netapp-supportability-engineer-keystone\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetapp-supportability-engineer-keystone"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4171419}},{"tool":"search_jobs","arguments":{"company":"netapp.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4171419},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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