Technical Support Engineer

NetApp is a trusted partner for organizations transforming data into opportunity, and they are seeking a Technical Support Engineer to provide technical support for their Cloud Volumes OnTap and BlueXP products. The role involves diagnosing, troubleshooting, and repairing various hardware and software issues while collaborating with customers and support teams.

Responsibilities

• Troubleshoot complex issues related to BlueXP and Cloud Volumes OnTap product line, customer environments, and associated cloud environments (Azure, Google Cloud Provider, AWS) unresolved by lower support levels
• Respond to post-sales customer support issues raised via phone, email, web, chat, or internally through ActiveIQ Automated Case Generation
• Research customer issues promptly and follow up directly with recommendations and action plans
• Collect and analyze multi-platform logs to identify issues and determine root cause
• Focus on addressing the root cause rather than symptoms
• Maintain keen attention to detail, recognize patterns, and have an interest in problem solving
• Collaborate with other Technical Support Engineers to quickly facilitate solutions
• Escalate cases to Escalation Engineers when problems are too complex or outside specific expertise
• Leverage internal technical expertise, including senior engineers, knowledge base, and internal tools, to provide effective solutions
• Publish new knowledge base articles to share information for reuse by customers and Technical Support Centre personnel
• Share best practices with Technical Support Centre staff and learn about new technologies and complementary storage applications

Skills

• Strong written and verbal communication skills in English
• Experience in troubleshooting methodologies
• Expertise required in two or more of the following areas: NetApp Cluster-Mode Storage Solutions and related technologies
• Expertise required in two or more of the following areas: Data ONTAP operating system and NetApp High-Availability (HA) technology
• Expertise required in two or more of the following areas: NetApp Storage Management Software Suite
• Expertise required in two or more of the following areas: NetApp Data Protection Software and related backup technology
• Expertise required in two or more of the following areas: Performance issues relating to NetApp storage solutions
• Expertise required in two or more of the following areas: UNIX/Linux configuration, administration and technical support
• Expertise required in two or more of the following areas: Microsoft Windows environment configuration, system administration and technical support
• Expertise required in two or more of the following areas: NAS and/or SAN storage and surrounding infrastructure
• Expertise required in two or more of the following areas: Interoperability of enterprise applications (e.g., Microsoft Exchange, Microsoft SQL Server, Oracle, SAP) with NetApp storage systems and solutions
• Expertise required in two or more of the following areas: Server and Desktop Virtualization Solutions (e.g., VMware, Microsoft HyperV, Citrix)
• Expertise required in two or more of the following areas: One or more cloud solutions: AWS, Google Cloud, Azure, Cloud orchestration (K8s)
• Expertise required in two or more of the following areas: Data tiering concepts
• Expertise required in two or more of the following areas: NVMe-oF
• Expertise required in two or more of the following areas: BMC & IP
• 3+ years of experience in UNIX, Windows networking administration, Devops, Cloud, Data Warehousing or technical support is required
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience

Benefits

• Health Insurance
• Life Insurance
• Retirement or Pension Plans
• Paid Time Off (PTO)
• Various Leave options
• Performance-Based Incentives
• Employee stock purchase plan
• Restricted stocks (RSU’s)

Company Overview

• NetApp specializes in data storage, data infrastructure, and data management solutions. It was founded in 1992, and is headquartered in San Jose, California, USA, with a workforce of 10001+ employees. Its website is http://netapp.com.

Company H1B Sponsorship

• NetApp has a track record of offering H1B sponsorships, with 189 in 2025, 166 in 2024, 143 in 2023, 250 in 2022, 193 in 2021, 225 in 2020. Please note that this does not guarantee sponsorship for this specific role.