Academy - Technical Support Engineer
NetApp
- Wichita, KS North Carolina
- $67,500-94,930 per year
- Permanent
- Full-time
- Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers
- Read and analyze various system and application logs to determine where an issue is.
- Ask customers targeted questions to diagnose problems and provide timely solutions.
- Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
- Provide timely updates to customers on status and progress of cases and properly set expectations.
- Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
- Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
- Ensure issues are documented thoroughly, clearly citing customer's problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
- Understand conditions in which a field issue could be escalated
- Collaborate with downstream teams to resolve technical issues
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.Why NetApp?In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off 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. We also offer financial savings programs to help you plan for your future.If you run toward knowledge and problem-solving, join us.USA Residents Only:The base salary hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $67,500 - $94,930. Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), sick time, leave of absence as per the FMLA and other relevant leave laws, Company bonus/commission, employee stock purchase plan, and/or restricted stocks (RSU's).