We at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a person with our customer’s trust. They will rely on you to provide timely and accurate solutions to their technical problems.
If you’re a motivated self-starter, possess strong customer service and technical problem-solving skills, and be someone who embraces challenges. simply, we’d like to meet you.
Primary Job Functions:
• Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.
• Provide troubleshooting and technical support via phone, Web based tools and email.
• During problem escalations, act as a liaison between customers and Engineering support.
• Collaborate with other teams and experts whenever required to solve complex technical issues.
• Continuously develop skills leveraging several learning tools available at NetApp Inc.
• Be flexible in working in shifts (4AM IST 6AM IST & 9AM IST)

Required Skills:
• Excellent troubleshooting skills, and passion for problem solving and investigation
• Understanding of Storage Hardware Architecture (Partitioning / RAID)
• Excellent knowledge of Operating Systems including (Windows 2012, 2008, Linux)
• Strong troubleshooting experience with Ethernet, TCP/IP routing, Multipathing, FC/FCOE and iSCSI protocols.
• Working knowledge of FC and IP switches (CISCO / Brocade)
• Should be able to identify and troubleshooting Storage/Host connectivity issues
• The ability to diagnose complex problems and deliver analyses of root causes across a stack of complex applications, OS, Network switching and storage elements.
• Working knowledge of popular hypervisors such as Vmware and Hyper-V
• Candidate having experience in sizing, performance analysis, and troubleshooting of data storage systems, host appliance experience is a plus.
• Knowledge on one of the cloud provider configurations and troubleshooting for multi-protocol


Desired Skills:
• Working Knowledge on Unix
• Good to have knowledge of NetApp Product portfolio and working knowledge
• Hands on any Enterprise Storage
• Knowledge on block storage systems
• Knowledge on S3 cloud storage concepts

Skill Tags: E-series, S3, Linux, Unix, Switches, Routers, Storage, Netapp, EMC, Technical Support, TSE, Cloud, AWS, Azure, AWS

Key Behaviors:
• Be passionate—about work, people, NetApp.
• Be caring—for people and community.
• Put NetApp first—ahead of your personal agenda—and lead by example.
• Deliver on commitments.
• Hold self and others to highest ethical and legal standards.
• Ask questions to isolate the crux of a problem and remove peripheral noise.
• Implement processes that are not burdensome.
• Adaptability.
• Be open and flexible; have positive attitude toward change.
• Avoid complacency; Reinvent yourself; take on new challenges outside of expertise.
• Contribute and collaborate with other teams; jump in to help others when asked.
• Create environment of unity; no personal agendas.
• Be approachable, inclusive, accessible, respectful, and easy to work with.
• Recognize the “bigger picture” and take initiative to solve problems.
• Demonstrate sense of urgency, strive to deliver beyond what is expected.
• Target work at the highest-impact outcomes and activities; prioritize.
• Focus on task at hand; avoid being distracted by the “perfect” process.

Experience:
TSE2: 2+ years of experience in a technical support environment.

Education:
Graduate, Engineering, Masters