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Technical Support Engineer

NetApp
life insurance, paid time off
United States, Kansas, Wichita
May 30, 2025
Job Summary We are seeking a team player and self-motivated individual to work in a fast-paced, high-pressured, multi-functional environment providing remote technical support to NetApp Customers, Partners, Field Engineers, L1 Engineers and other internal NetApp personnel via phone, email, and remote sessions. Role focuses on diagnosing, troubleshooting, and debugging complex problems associated with NetApp Hardware and Software. The individual will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSE will document all pertinent information pertaining to case in CRM. TSE will be expected to capture knowledge learned in knowledge base articles and contribute to the shift left philosophy applying the KCSv6 Solve loop best practices. The TSE will be expected to work on all priority cases (P1 - P4) and engage in troubleshooting beyond what has been previously documented. To be successful in this role, you must be a self-motivated individual that that actively seeks solutions using customer service centric technical problem-solving skills. You must be someone who embraces challenges and enjoy mentoring L1 Engineers. Job Requirements Resolve customer incidents reported via chat, phone, through the NetApp Support Site, or Active IQ with customers, partners, and internal field engineers. Read and analyze various system and application logs to determine where an issue is. Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues. Provide timely updates to customers on status and progress of cases and properly set expectations. Prioritize and manage several open issues at one time. Participate actively in level 1 Swarming events. Collaborate with other Technical Support Engineers who may need assistance working a case. Achieve KCS Publisher within 12 months of start date. Create, link and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker. Ensure issues are documented thoroughly in the Case Management system, clearly citing customer's problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information. Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications. Begin to focus on an area of technical specialization and attend classes, complete lab projects, collaborate with other Technical Support Engineers on cases that will help cultivate that expertise Competencies: Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. Ability to follow standard process, technical product support principles, and practices, escalating when necessary. Follows instruction and process in their approach to problem solving. Good troubleshooting skills Solid understanding of some of the following protocols and applications: NFS, the Network File System protocol SMB, the Server Message Block protocol SAN connectivity methodologies for storage systems TCP/IP and Networking RAID Levels and fundamentals NetApp Storage System operating systems such as ONTAP, Element OS or Santricity NetApp solutions developed around specific applications involving E-Series, SolidFire and/or FAS/AFF storage systems Education A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience. Compensation: The target salary range for this position is 79,050 - 117,700 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 NetApp? We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches. We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future. If you want to help us build knowledge and solve big problems, let's talk.