NetApp

Optimizes cloud infrastructure costs on AWS

Technical Support Engineer

Customer SupportConfirmed live in the last 24 hours

Full-timeMorrisville, NC, USA

About the Job

Requirements

Good written and verbal communication skills.
Good interpersonal communication and customer service skills to work with customers in high-stress or ambiguous situations and coordinate with peers across geographic regions.
Strong aptitude for learning new technologies and applying them in a customer-facing environment.
Ability to follow standard engineering principles and practices.
Creative problem-solving approach.
Understanding of artificial intelligence tools, systems, and practices.
Minimum 10 years of experience in a similar technical support role.
Bachelor’s degree in Engineering or Computer Science, or equivalent experience.
Ability to multitask, manage workload, and prioritize based on business impact.

Responsibilities

Address technical issues unresolved by initial NetApp product support.
Collaborate with other NetApp Technical Support teams or escalate complex cases to Engineering.
Create knowledge base articles to share information and best practices.
Develop deep technical expertise in NetApp ONTAP architecture, core systems, hardware, WAFL, NAS, SAN, and performance areas.
Troubleshoot challenging technical issues while prioritizing customer service.
Occasionally design and deliver technical training or brown-bag sessions.
Report design and reliability problems or code issues to software engineering.
Work Friday, Saturday, and Monday night shifts to manage high-priority customer calls and cases through the queues.

Desired Qualifications

Data protection and backup expertise, including enterprise backup tools, replication technologies, backup strategies, and recovery concepts.
Knowledge of storage systems, including NetApp ONTAP architecture, core systems, hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), and object storage (S3).
Networking fundamentals, including TCP/IP, VLANs, and routing.
Virtualization and platform integration, including VMware and container storage.
General knowledge of cloud concepts, including S3, Blob, and EBS.
Root cause analysis across storage, network, and backup layers, and performance analysis.
Exposure to UNIX/Linux configuration, administration, and technical support.
Exposure to Microsoft Windows environment configuration, system administration, and technical support.
Understanding interoperability between enterprise applications such as Oracle, SAP, Microsoft Exchange, or Microsoft SQL Server and storage systems and solutions.
Exposure to server and desktop virtualization solutions such as VMware, Hyper-V, and XenServer.
Exposure to backup solutions with enterprise applications.
Exposure to snapshot and Shadow Copy technology.
Interest in artificial intelligence and openness to using AI-driven tools.

Short Description

Technical Support Engineer 4 / Escalation Engineer with Ontap, DP, NAS, SAN, Performance expertise in Storage Industry.

Role Overview:

Provides technical support to customers and partners. The Technical Support Engineer ensures mission‑critical systems operate smoothly by diagnosing, troubleshooting, repairing, and debugging NetApp products. The role handles complex issues escalated beyond first‑line support and requires strong hardware and software expertise, a proactive problem‑solving mindset, and a commitment to excellent customer service. Occasionally designs and deliver technical training/brown-bags. Reports design and reliability problems or code issues to software engineering. A strong interest in AI and openness to using AI‑driven tools is considered an added value. Person should be willing to work during weekends night shift for Fri, Sat, Mon to manage high critical/Priority customer calls/cases managed through the queues.

Job Requirements

Job Requirements

Good written and verbal communication skills.
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations, also coordinate and collaborate with other GEO peers.
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.
Understanding of AI tools, systems and practices.

Key Responsibilities:

Address technical issues unresolved by initial NetApp product support.
Collaborate with other NetApp Technical Support teams or escalate cases to Engineering for complex problems.
Create knowledge base articles to share information and best practices.
Specialize in NetApp Ontap architecture, Core, Hardware, WAFL, NAS, SAN, Performance areas developing deep technical expertise.
Troubleshoot challenging technical issues, always prioritizing excellent customer service.

Technical Skills Preferred:

Data Protection & Backup Expertise: Enterprise backup tools, Replications technologies, backup strategies, recovery concepts
Storage Systems: NetApp Ontap Architecture, Core, Hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), object storage (S3)
Networking Fundamentals: TCP/IP, VLANs, routing
Virtualization & Platform Integration : (Vmware and Container Storage)
Cloud & Hybrid Storage: General knowledge of various cloud concepts including S3, Blob, EBS...
Operational & Troubleshooting Skills: Root cause analysis across storage, network, and backup layers and Performance analysis

Additional exposure such as:

UNIX/Linux configuration, administration and technical support
Microsoft Windows environment configuration, system administration and technical support
The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions
Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)
Backup Solutions with enterprise applications
Snapshot/ShadowCopy technology

Education

Minimum 10 years in a similar technical support role.
Bachelor’s degree in Engineering or Computer Science, or equivalent experience.
Demonstrated passion and ability to learn new technologies quickly.
Strong teamwork, creativity, and a proactive approach to problem-solving.
Ability to multi-task, manage workload, and prioritise based on business impact.
Aptitude for learning and applying new technologies in customer-facing environments.
Adherence to standard engineering principles and practices.

The target salary range for this position is 125,000 - 135,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. 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.

About the Company

NetApp

Optimizes cloud infrastructure costs on AWS

Spot.io, part of NetApp, helps businesses manage cloud costs and infrastructure on AWS. It uses software that analyzes cloud usage and automates management to lower compute expenses, especially through AWS EC2 spot instances, which offer spare capacity at reduced prices. The product provides deep visibility into cloud spending, an AWS cost optimization calculator for estimating potential savings, and a free action plan tailored to each customer. Revenue comes from selling software licenses and consulting services. Target customers include enterprises using containers and orchestration tools like Kubernetes, EKS, ECS, KOPS, Docker Swarm, and OpenShift. The company aims to reduce cloud compute costs for customers while simplifying cloud operations and improving efficiency.

Company size: 51-200
Company stage: Acquired
Total funding: $53.2M
Headquarters: Tel Aviv-Yafo, Israel
Founded: 2015

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