Solution Support Engineer

NetApp

. Serve as the primary customer-facing contact for the Technical Support Center and other internal organizations .

Posted 11/12/2026full-timeNorth Sydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving complex technical issues across hardware, software, and cloud environments while providing exceptional customer service. Proficient in applying AI methodologies and collaborating with cross-functional teams to enhance customer satisfaction and operational processes.

Highest-signal resume keywords

Expert-Level TroubleshootingAI Tool MethodologiesSystem AdministrationNetwork ExperienceCustomer Service Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Hardware TroubleshootingSoftware TroubleshootingCloud EnvironmentsOS UpgradesFirmware UpgradesData Protection TechnologiesProduct InteroperabilityProtocols (FCP, iSCSI, NVMe, NFS, CIFS)Cisco Switch ConfigurationBroadcom Switch Administration

Soft Skills

Customer EmpathyCreative Problem SolvingEffective CommunicationCollaborationEducation and Influence

Tools & Technologies

ONTAPSantricityStorageGRIDMetroClusterSnapMirrorFAS PlatformsAFF PlatformsE-Series PlatformsEthernet SwitchesSAN Switches

Industry Keywords

Technical SupportPost-Sales ServicesKnowledge TransferCross-Functional TeamsCustomer Satisfaction

Tech Stack

Tools & technologies

CloudNFS

About the role

Key responsibilities & impact

Serve as the primary customer-facing contact for the Technical Support Center and other internal organizations
Provide complex post-sales services and support as a field resource
Assist NetApp customers, partners, and internal groups with complex technical issues onsite or remotely
Perform expert-level troubleshooting, diagnosis, and resolution across software, hardware, and cloud environments
Work on customer premises or remotely with minimal notice and coach and assist others
Create thorough documentation, knowledge base articles, and post-event analyses
Apply AI tool methodologies to speed resolution and post-event analysis
Lead and participate in projects to improve quality, processes, and customer experience
Drive improvement and innovation using subject matter expertise and industry knowledge
Understand and interpret customer needs with empathy and professionalism
Educate and influence participants in technical discussions and enablement activities
Collaborate across multiple cross-functional teams on customer satisfaction risks
Proactively enable customers and partners through education and knowledge transfer

Requirements

What you’ll need

Demonstrated excellent customer service experience working in high stress situations on complex problems
Strong aptitude for learning new technologies and utilizing them in a customer-facing environment
Ability to follow and contribute to development of standard principles and practices
Creative approach to problem solving with rigorous review of existing processes and methodologies
In-depth knowledge of hardware/software troubleshooting and analysis
Knowledge of AI, automation, machine learning, and natural language models
System administration and network experience
Experience leading complex OS and firmware upgrades with ONTAP, Santricity, and StorageGRID
Product interoperability knowledge
Knowledge of FCP, iSCSI, NVMe, NFS, and CIFS protocols
Ethernet and SAN switch knowledge
Knowledge of data protection technologies including MetroCluster and SnapMirror
Experience with FAS and AFF platforms
Experience with E-Series platforms
Cisco and Broadcom switch configuration and administration
Ability to operate with limited supervision and set priorities independently
Ability to communicate and work effectively with multiple cross-functional teams
Typically 5–10 years of relevant industry experience
A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required
Ability to work an on-call schedule if required

Benefits

Comp & perks

Ability to work remotely or on customer premises as needed
Approximately 25% travel
Customer and partner enablement through education and knowledge transfer opportunities