2 Data Ontap Jobs

Job Summary As a Technical Support Engineer you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp AFF, FAS and Hybrid Cloud product lines. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you must be a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data centre. You'll also be happy to come into the office either full time or hybrid (minimum two days a week). Essential Functions • Troubleshoot complex issues related to the NetApp FAS/AFF product line that lower support levels cannot resolve. • Respond to post-sales customer support issues through various channels, including phone, email, web, chat, or ActiveIQ Automated Case Generation. • Research and follow up on customer issues with timely recommendations and action plans. • Collect and analyze multi-platform logs to identify issues and determine root causes, focusing on addressing root causes rather than symptoms. • Collaborate with other Technical Support Engineers and escalate cases to Escalation Engineers when necessary. • Leverage internal technical expertise and resources to provide effective solutions to customer issues. • Publish new knowledge base articles and share best practices with Technical Support Centre staff. • Provide guidance, advice, feedback, and support to level 1 and level 2 colleagues Job Requirements • Strong written and verbal communication skills in English, with the ability to document and follow standard engineering principles and practices. • Mentoring abilities for helping fellow Technical Support Engineers and strong interpersonal communication and customer service skills in stressful situations. • Ability to work well within a team, manage multiple work streams, and work under pressure. • Strong aptitude for learning new technologies and applying them in a customer-facing environment, with an analytical approach to problem-solving. • Experience in troubleshooting methodologies and previous experience with case management systems. • Expertise in two or more of the following areas: NetApp hardware architecture, RAID concepts, SAN and/or NAS storage, NetApp Cluster-Mode Storage Solutions, Data ONTAP operating system, NetApp Storage Management Software Suite, NetApp Data Protection Software, Data tiering concepts, NVMe-oF, UNIX/Linux and Microsoft Windows environment configuration and administration, or knowledge of enterprise application interoperability (e.g., Microsoft Exchange, SQL Server, Oracle, SAP), server and desktop virtualization solutions (e.g., VMware, Hyper-V, Citrix), cloud solutions (e.g., AWS, Google Cloud, Azure) Education • 2 – 5 years of experience in UNIX, Storage administration or technical support. • A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience

Job Summary As a Storage Support Engineer, you provide support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a “take charge” professional with demonstrated technical problem-solving skills; and a subject matter expert; and have a strong customer service orientation and experience. You'll also be happy to come into the office either full time or hybrid (minimum two days a week). • Respond to situations where NetApp product support has been unable to solve customer’s technical issues. • Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers. • Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise. • Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center • Focus on E-series and StorageGRID specialization and build deep technical expertise in these areas. Job Requirements • Storage and Object based storage experience • Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience. • Passion and ability to learn new technologies in a fast-pace environment. • Work well in a team environment and be a proactive contributor to team development projects. • Creative approach to problem solving and demonstrate a ‘can-do’ attitude. • High ability to multi-task, manage workload and define priorities based on business impact of issues. • 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. Strong Understanding of the Following: Hardware principles, RAID, and iSCSI Object-based storage and S3 protocol Distributed databases (Cassandra) Network troubleshooting experience (Wireshark, TCP) Linux administration and scripting Virtualization (VMware, Docker-containers) Data protection and understanding of T10 Protection Information (PI) concepts Experience with NetApp Data ONTAP 9.0+ (a plus), Fiber Channel, Infiniband, NVMe-oF, HTTP/RestAP Education • Typically requires a minimum of 2-5 years related experience within a similar Technical Support role • A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required