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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and diagnosing NetApp hardware and software products, with a strong focus on customer support and collaboration. Proficient in analyzing multi-platform logs and providing actionable recommendations to enhance customer satisfaction.
Highest-signal resume keywords
NetApp Hardware And Software TroubleshootingCloud Platforms (AWS, Google Cloud, Microsoft Azure)Containers (Docker, Kubernetes)Operating Systems (Linux, Windows)SAN Connectivity Methodologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting MethodologiesNFS And CIFS KnowledgeBlock Storage Access Protocols (FC, iSCSI)RAID KnowledgeData ONTAP Or E-Series Operating System (EOS)Server And Storage Hardware TroubleshootingBasic Networking Concepts (TCP/IP)Multi-Platform Log AnalysisActive IQ/AutoSupportKnowledge Base Article Creation
Soft Skills
Strong Written And Verbal CommunicationInterpersonal SkillsCollaborationCustomer Service SkillsAbility To Work Under Pressure
Tools & Technologies
PerfstatPacket TracesASUP LogsActive SupportSupport Utilities
Industry Keywords
Technical SupportCustomer SupportMulti-System InteroperabilityStorage ApplicationsField Support
Tech Stack
Tools & technologiesAWSAzureCloudDockerGoogle Cloud PlatformKubernetesLinuxNFSTCP/IP
About the role
Key responsibilities & impact- Provide technical support to customers, customer support personnel, and field support staff
- Diagnose, troubleshoot, repair, and debug NetApp hardware and software products
- Address hardware, software, multi-system, multi-vendor, and multi-network interoperability issues
- Respond to post-sales customer support issues via phone, email, web, chat, or Active Support
- Monitor and respond to alerts on customer systems
- Raise support cases for Active IQ/AutoSupport alerts and direct customer requests
- Research customer issues and follow up with recommendations and action plans
- Troubleshoot customer environments across NetApp hardware and software products
- Collect and analyze multi-platform logs to identify issues and determine root cause
- Collaborate with other Technical Support Engineers to facilitate customer solutions
- Escalate complex cases to senior Technical Support Engineers or Escalation Engineers
- Leverage internal technical expertise, knowledge bases, and support tools
- Create knowledge base articles
- Share best practices with Technical Support Center staff and learn about new technologies and storage applications
Requirements
What you’ll need- Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
- Ability to work under pressure and manage multiple work streams
- 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
- Analytical approach to problem solving
- Experience in troubleshooting methodologies
- General knowledge of operating systems including Linux and Windows
- Knowledge of NFS and CIFS
- Knowledge of cloud platforms such as Amazon Web Services, Google Cloud Platform, and Microsoft Azure
- Experience with containers, especially Docker or Kubernetes (highly desired)
- Troubleshooting block storage access protocols such as FC and iSCSI
- Knowledge of SAN connectivity methodologies for storage systems
- Knowledge of RAID and NetApp storage system operating systems such as Data ONTAP or E-Series Operating System (EOS)
- Knowledge of NetApp solutions developed for applications involving E-Series and/or FAS storage systems
- Server and storage hardware troubleshooting
- Basic networking concepts including TCP/IP
- Use of tools, logs, and support utilities to analyze system issues, such as perfstat, packet traces, and ASUP logs
Benefits
Comp & perks- No benefits or compensation extras are specified in the posting