About NetApp
We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO
What's in for you?
The Field Support Engineer is a Solutions Support Engineer who is the primary customer facing contact for the Technical Support Center and other internal organizations. As a field resource, you will provide complex post-sales services and support, customer, and partner enablement, and serve as a subject matter expert in multiple technologies. The individual must be a motivated self-starter with demonstrated technical problem-solving skills and industry experience. Strong customer centric acumen is a must.
Your Area of Responsibility
- Assist NetApp customers, partners, and internal groups with resolution of complex, highly technical issues.
- Close collaboration across multiple cross function teams
- Responsible for proactive enablement of customers and partners through education and knowledge transfer opportunities to drive the best customer experience.
- Perform troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud.
- Ability to perform responsibilities remotely or on customer premises as needed with minimal notice.
- Content creation thorough documentation, knowledge base articles, and post-mortem analyses.
- Participate in projects to improve quality, processes, and the customer experience.
- Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
- Educate and influence in technical discussions and enablement activities.
Your Profile
- Demonstrated excellent customer service experience working in high stress situations on complex problems.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to follow and contribute to development of standard principles and practices.
- Creative approach to problem solving with rigorous review of existing process and methodologies.
- Approximately 25% - 50% travel.
- Professional training of Science in Engineering or Computer Science, Storage Administrator.
- Germany language is required.
Technical Qualifications
This individual should have in-depth knowledge and understanding of hardware/software troubleshooting and analysis, including but not limited to:
Complex OS and FW upgrades with ONTAP, Santricity, and StorageGRID
- Product interoperability
- FCP. iSCSI, NVME, NFS, and CIFS protocols
- Ethernet and SAN switches
- Data protection technologies including MetroCluster and SnapMirror
- FAS and AFF platforms
- E-Series platforms
Familiarity and understanding of the following:
- Hybrid cloud and provider technology from AWS, Azure, and Google Cloud Services
- Cloud tiering and backup
- Virtualization platforms from 3rd parties
- Demonstratable understanding of network connectivity
- Demonstratable understanding of Active Directory, Windows Servers, and Services
- Solid experience working with Internet Security and Networking Technologies such as TCP/IP,
- HTTP, Load balancers, Proxies and Firewalls.
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