{"id":4171417,"url":"https://alion.io/job/netapp-supportability-engineer","title":"Supportability Engineer","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":[],"status":"live","first_seen_at":"2026-10-20T18:12:10Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T14:51:26Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Job Summary\nSupportability Engineer 3\nKeystone Storage as a Service (STaaS)\nJob Summary\nAs a Supportability Engineer for Keystone Storage as a Service (STaaS), you will serve as a trusted customer advocate and technical advisor, helping customers maximize the value, reliability, and operational health of their Keystone environments.\nUnlike traditional support roles that focus on individual incidents or case management, Supportability Engineers maintain a broad understanding of a customer's entire environment. You will analyze service health, lifecycle posture, support trends, capacity utilization, and operational risks to help customers make informed decisions and improve long-term outcomes.\nWorking closely with Customer Success, Support, Engineering, Services, and Product teams, you will help identify emerging risks, improve operational readiness, and ensure customers receive proactive guidance throughout their Keystone journey. Success in this role requires strong analytical skills, customer focus, technical curiosity, and the ability to understand how individual issues relate to the broader customer environment.\nThis role is ideal for individuals who enjoy combining technical problem-solving, customer engagement, operational analysis, and cross-functional collaboration to drive customer success.\nKey Responsibilities\nDevelop and maintain an understanding the Keystone Estate, including lifecycle position, capacity utilization, service health, operational trends, and support history.\nMaintain an estate-level perspective across customer deployments and identify risks, recurring issues, lifecycle concerns, capacity constraints, and opportunities for optimization.\nAnalyze operational, support, and service data to identify trends and recommend actions that improve customer outcomes.\nProactively identify developing issues or environmental conditions that may impact customer success and engage the appropriate teams before customer impact occurs.\nProvide guidance on lifecycle management, software currency, capacity planning, operational best practices, platform readiness, and service health.\nCollaborate with Support, Engineering, Product Management, Services, Customer Success, and other stakeholders to coordinate activities and drive customer outcomes.\nAssist in the resolution of complex customer situations by helping clarify ownership, facilitate communication, and ensure the right teams are engaged.\nCommunicate risks, findings, recommendations, service advisories, and operational guidance to both customers and internal stakeholders.\nParticipate in customer reviews, operational health discussions, risk assessments, and service planning activities.\nContribute to process improvements, knowledge sharing, documentation, and operational best practices that improve the overall customer experience.\nJob Requirements\nRequired Qualifications\nBachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or a related field.\n3+ years of experience in enterprise support, customer success, technical account management, managed services, professional services, supportability engineering, or similar customer-facing technical roles.\nStrong analytical and problem-solving skills with the ability to evaluate information from multiple sources and identify meaningful trends or risks.\nDemonstrated ability to understand complex technical environments and maintain a holistic view of customer operations.\nStrong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.\nAbility to collaborate effectively across multiple functions and influence outcomes through partnership and communication.\nExperience working with enterprise infrastructure, storage, cloud, networking, managed services, or related technologies.\nAbility to prioritize work, manage multiple customer situations, and operate effectively in a dynamic environment.\n\nEducation\nIC - 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