Technical Support Engineer

Job Summary

Job Requirements

• You will deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs.
• You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systems in an AWS environment.
• You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe.
• You have the opportunity to drive issue mitigation with our tier1 support partner and deliver workarounds or solutions.
• You are responsible for training our tier1 support partner and enhancing team processes and workflows based on data.
• Create new knowledge base articles to share information for reuse throughout the Technical Support centre.
• Share best practices with Technical Support centre staff and learn about new technologies and complimentary storage applications.
• Mentor colleagues to help the team grow.
• Deliver training material for NetApp employees.
• A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat.
• Clearly identifiable Amazon Web Services (AWS) experience.
• Solid understanding of the following topics and troubleshooting thereof: Storage and networking infrastructure, Windows and Linux file services (ie. NFS and CIFS/SMB), AWS console, compute, storage, networking and debugging tools.
• Strong command of the English language; both written and verbal communication skills.
• Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier 1 support partners in high stress and/or ambiguous situations.
• 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.
• Experience in working with Enterprise customer globally.
• Willing to put in time after hours as needed, as well as handling weekend on call functions.
• Education
• Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3-5 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional industry experience.
• Must: AWS experience
• 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.
• 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.

Education

Preferred Qualifications

• Preferred: AWS Certified