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NetApp Hiring for Field Support Engineer at Bangalore Full Time
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Responsibility and Impact
Requirements
Technical Experience
This individual should have a fundamental understanding of:
Ability to perform complex hardware troubleshooting that might involve multiple devices and vendors. Including but not limited to:
Ability to perform complex software troubleshooting and upgrades. Involving technologies including but not limited to:
Familiarity and understanding with increasing knowledge of cloud related technologies and products. Including but not limited to:
Deep troubleshooting skills acquired over time and experience.
Internal Interaction and Communication
Job Summary
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
As an APAC Field Support Engineer you will be the primary contact for the Technical Support Center and other internal stakeholders to provide highly complex post-sales services and support, customer and partner enablement, and serve as a subject matter expert in multiple technologies including hybrid cloud. The individual must be a motivated self-starter, with demonstrated technical problem- solving skills and industry experience. Strong customer centric acumen is a must.
Field Support Engineers (FSE) assist NetApp customers, partners, and internal groups with resolution of complex, highly technical issues. The tasks this individual is responsible for are often unstructured and the issues are less defined, requiring analytical and creative approaches. These issues may be associated with customer satisfaction risk that may require work in close collaboration across multiple cross function teams. In addition, the FSE will be responsible for proactive enablement of customers and partners through education and knowledge transfer opportunities to drive the best customer experience.
Job Requirements
Responsibility and Impact
- Troubleshooting and resolution of complex issues in software, hardware, and cloud.
- Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
- Ability to perform responsibilities remotely or on customer premises as needed.
- Content creation thorough documentation, knowledge base articles, and post-mortem analyses.
- Participate in projects as necessary to improve quality, processes, and the customer experience. Utilize strong industry knowledge and experience to drive improvements innovation.
- Educate and influence in technical discussions and enablement activities.
- Ability to work “on call” and travel to customer location with minimal notice provided.
Requirements
- 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.
Technical Experience
This individual should have a fundamental understanding of:
- Hybrid cloud and provider technology
- SaaS, PaaS, IaaS
- Knowledge-Centered Service (KCS) or other knowledge based systems
Ability to perform complex hardware troubleshooting that might involve multiple devices and vendors. Including but not limited to:
- AFF and FAS platforms
- Ethernet and SAN switches
- E-Series platforms
- Solidfire platforms
Ability to perform complex software troubleshooting and upgrades. Involving technologies including but not limited to:
- ONTAP
- SANtricity
- Element OS
- StorageGRID
- Virtualization platforms from third parties
- Protocols including FCP, ISCSI, NVME, NFS, and CIFS
- Data protection technologies including MetroCluster and SnapMirror
- Active IQ suite of products
Familiarity and understanding with increasing knowledge of cloud related technologies and products. Including but not limited to:
- Cloud Volumes ONTAP
- Cloud tiering and backup
- Microsoft Azure
- Amazon Web Services
- Google Cloud Services Platform
- Spot by NetApp
Deep troubleshooting skills acquired over time and experience.
- Hardware/software analysis
- Complex upgrades
- Product interoperability
- Performance analysis
- Deduction of difficult scenarios to succinct solutions
Internal Interaction and Communication
- Limited supervision and direction is provided, as this individual can is expected to operate and drive results and set priorities independently.
- Act as a proactive contributor with ability to effectively communicate and work with multiple cross functional teams.
Education
- Typically 4-7 years relevant industry experience
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.
Did you know…
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.