Technical Support Engineer

LOCATION REQUIREMENT

Candidates must be located in Raleigh, NC or Wichita, KS. This role follows our hybrid work model, requiring three days per week in one of the office locations listed above. Candidates not currently located or willing to relocate themselves in the listed locations will be automatically disqualified.

SHIFT REQUIREMENT

This position will work normal business operating hours. As we continue to build and scale the team, after-hours and weekend on-call coverage may also be required as needed, with additional compensation provided for on-call responsibilities.

JOB SUMMARY

Looking to join a fast paced and challenging technical team where you can put your Cloud Hyperscaler 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 Cloud Hyperscaler 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. 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 enterprise-class cloud-native storage 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 Cloud partner and deliver workarounds or solutions. You are responsible for training our Tier1 Cloud partner and enhancing team processes and workflows based on data analysis.

QUALIFICATIONS

• 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.
• Practical experience with public cloud providers such as GCP, Azure, OCI or AWS.
• Solid understanding of the following topics and troubleshooting thereof: Storage and networking infrastructure, Windows and Linux file services (i.e. NFS and CIFS/SMB), compute, storage, networking and debugging tools.
• Experience in Networking and Storage, especially in cloud‑based or distributed storage systems.
• Troubleshoot complex storage issues involving performance, connectivity, replication, protocols, certificates, encryption, S3 access, latency, node failures, and application integration.
• 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 Tier1 Cloud 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.
• Preferred: CloudOps Engineer certification, or an equivalent certification from a leading hyperscaler cloud provider.

MUST HAVES

• 3+ years of experience in data management systems & storage platforms for managing and storing data across various workloads and environments. (ONTAP STRONGLY preferred, or similar systems)
• 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.
• Strong operational expertise with hyperscaler cloud platforms including AWS, Azure, GCP, or OCI.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Experience in working with Enterprise customers globally.
• Willing to put in time after hours as needed, as well as handling weekend on call functions (compensated).