Solution Support Engineer

Job Summary

The Solution Support Engineer 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.

Responsibility and Impact

Solution Support Engineers (SSE) assist NetApp customers, partners, and internal groups with resolution of complex, highly technical issues either onsite or in a remote capacity. The tasks this individual are responsible for may span across multiple product sets and 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 SSE will be responsible for proactive enablement of customers and partners through education and knowledge transfer opportunities to drive the best customer experience.

• Perform expert level troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud environments. 
• Ability to perform responsibilities remotely or on customer premises as needed with minimal notice as well as coaching and assisting others. Approximately 25% travel.
• Requires ability to work in an “on-call” schedule if required.
• Content creation with thorough documentation, knowledge base articles, and post event analyses.
• Ability to apply AI tool methodologies to speed resolution and post analysis of events. 
• Lead and participate in projects as necessary to improve quality, processes, and the customer experience. Utilize SME level industry knowledge and experience to drive improvement innovation.
• Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
• Educate and influence in technical discussions and enablement activities. 

Requirements

• Demonstrate 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 Qualifications

This individual should have in-depth knowledge and understanding of hardware/software troubleshooting and analysis, including but not limited to:

• AI and automation machine learning and natural language models
• System administration and network experience
• Experience leading 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
• Cisco and Broadcom switch configuration and administration

Internal Interaction and Communication

• Limited supervision and direction is provided, as this individual is expected to operate and drive results while setting priorities independently for successful outcomes.
• Act as a proactive contributor with ability to effectively communicate and work with multiple cross functional teams. 
• Lead and influence discussions and further innovation through idea proposal and challenging status quo. 

Background & Experience

• Typically 5-10 years relevant industry experience
• A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.