Technical Support Engineer

Job Summary

As a Technical Support Engineer - FSx, you are AWS Technical Support Engineer! And who is Looking to join a fast paced and challenging technical team where you can put your Amazon Web Services knowledge to use? NetApp is growing our Cloud teams. In support of that mission, we are seeking Technical Support Engineers with AWS experience. We are looking for eager individuals who love debugging and solving technical problems throughout a technology stack, to join our team and help deliver amazing capabilities to market.

Job Requirements

• You will deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs.
• You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systems in an AWS environment.
• You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe.
• You have the opportunity to drive issue mitigation with our tier1 support partner and deliver workarounds or solutions.
• You are responsible for training our tier1 support partner and enhancing team processes and workflows based on data.
• Create new knowledge base articles to share information for reuse throughout the Technical Support centre.
• Share best practices with Technical Support centre staff and learn about new technologies and complimentary storage applications.
• Mentor colleagues to help the team grow.
• Deliver training material for NetApp employees.
• A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat.
• Clearly identifiable Amazon Web Services (AWS) experience.
• Solid understanding of the following topics and troubleshooting thereof: Storage and networking infrastructure, Windows and Linux file services (ie. NFS and CIFS/SMB), AWS console, compute, storage, networking and debugging tools.
• Strong command of the English language; both written and verbal communication skills.
• Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier 1 support partners 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.
• Experience in working with Enterprise customer globally.
• Willing to put in time after hours as needed, as well as handling weekend on call functions.

Education

• Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3-5 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional industry experience.
• Must: AWS experience
• Preferred: AWS Certified