Technical Support Engineer

Short Description

Technical Support Engineer 4 / Escalation Engineer with Ontap, DP, NAS, SAN, Performance expertise in Storage Industry.

Role Overview

Provides technical support to customers and partners. The Technical Support Engineer ensures mission‑critical systems operate smoothly by diagnosing, troubleshooting, repairing, and debugging NetApp products. The role handles complex issues escalated beyond first‑line support and requires strong hardware and software expertise, a proactive problem‑solving mindset, and a commitment to excellent customer service. Occasionally designs and deliver technical training/brown-bags. Reports design and reliability problems or code issues to software engineering. A strong interest in AI and openness to using AI‑driven tools is considered an added value. Person should be willing to work during weekends night shift for Fri, Sat, Mon to manage high critical/Priority customer calls/cases managed through the queues.

Job Requirements

Job Requirements

• Good written and verbal communication skills.
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations, also coordinate and collaborate with other GEO peers.
• 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.
• Understanding of AI tools, systems and practices.

Key Responsibilities

• Address technical issues unresolved by initial NetApp product support.
• Collaborate with other NetApp Technical Support teams or escalate cases to Engineering for complex problems.
• Create knowledge base articles to share information and best practices.
• Specialize in NetApp Ontap architecture, Core, Hardware, WAFL, NAS, SAN, Performance areas developing deep technical expertise.
• Troubleshoot challenging technical issues, always prioritizing excellent customer service.

Technical Skills Preferred

• Data Protection & Backup Expertise: Enterprise backup tools, Replications technologies, backup strategies, recovery concepts
• Storage Systems: NetApp Ontap Architecture, Core, Hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), object storage (S3)
• Networking Fundamentals: TCP/IP, VLANs, routing
• Virtualization & Platform Integration : (Vmware and Container Storage)
• Cloud & Hybrid Storage: General knowledge of various cloud concepts including S3, Blob, EBS...
• Operational & Troubleshooting Skills: Root cause analysis across storage, network, and backup layers and Performance analysis

Additional Exposure Such As

• UNIX/Linux configuration, administration and technical support
• Microsoft Windows environment configuration, system administration and technical support
• The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions
• Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)
• Backup Solutions with enterprise applications
• Snapshot/ShadowCopy technology

Education

• Minimum 10 years in a similar technical support role.
• Bachelor’s degree in Engineering or Computer Science, or equivalent experience.
• Demonstrated passion and ability to learn new technologies quickly.
• Strong teamwork, creativity, and a proactive approach to problem-solving.
• Ability to multi-task, manage workload, and prioritise based on business impact.
• Aptitude for learning and applying new technologies in customer-facing environments.
• Adherence to standard engineering principles and practices.

The target salary range for this position is 125,000 - 135,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.

Submitting an Application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.