Job Summary

Looking to join a fast paced and challenging technical team where you can put your Amazon Web Services knowledge to use? NetApp is growing our Cloud teams across the US, Europe and APAC. In support of that mission, we are seeking a Technical Support Engineer with AWS experience. We are looking for eager individuals who love debugging and solving technical problems throughout a technology stack, to join our team and help deliver amazing capabilities to market.

In this role, 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, while also training our Tier1 support partner and enhancing team processes and workflows based on data analysis.

* This is a first shift opportunity located in either RTP, NC or Wichita, KS. After hours and weekend on call responsibilities will also be a function of this role as needed. *

Job Requirements

• 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.


• Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier1 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.


• Willingness to workafter hours as needed, as well ashandling weekend on call functions

Education/Experience

A minimum of 5+ years of relevant experience, as outlined above, is required.

Clearly identifiable AWS experience is required.

AWS certification is preferred, but not required.

Compensation
The base salary range for this position is $105,000 - $130,000 and will be determined by the candidate's location, qualifications, experience, and education. 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.

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.

Did you know...

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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.