Escalation Engineer

Job Summary:

This position is for a Performance Escalation Engineer responsible for engineering level support to customers customer support personnel technical management and field support staff that is focused on diagnosing troubleshooting/debugging and resolving NetApp customer storage solutions. You will work with Engineering Support Development and Product Managers to drive quality and success of these products from a global support perspective.

You will respond to situations where Technical Support Engineer (TSE) has been unable to isolate or resolve customer performance problems and ensure the delivery of optimal results and customer satisfaction. You must be a take charge professional with demonstrated technical problem-solving skills technical team leader subject matter expert and have a strong customer service orientation and experience.

*** This is an early shift opportunity that can be located in either Research Triangle Park (RTP) NC or Wichita KS with the hours of 7am - 4pm ET / 6am - 3pm CTM-F ***

Essential Functions:

• Respond to situations where NetApp product support TSE has been unable to solve the customers technical issues
• Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
• Work collaboratively with customers in potentially stressful situations while providing professional and courteous technical expertise
• Work with customers and other NetApp technical teams to define and frame technical problems determine solutions to problems reported and assist customers in implementing the resolution
• Provide technical feedback to engineering concerning product changes and enhancements or design reliability maintenance problems or bugsWork with development engineering to enhance product features based on customer issues
• May be called on-site to assist in complex technical solutions requiring changes to core functionality and systems operation
• Create tests tools and diagnostic procedures for use by product support personnel
• Partner with TSM to identify gaps in knowledge and create solution plans
• Share performance knowledge with team members via training sessions
• Create documentation and post-mortem analyses of escalations

Job Requirements:

• Intimate knowledge of NetApp Solution Support Process and NetApp products and strategy
• Ability to challenge processes and drive change
• Demonstrated excellent customer service working with customers in high-stress situations on complex problems
• Proven performance troubleshooting skills and successful corrective action implementation
• Incorporate KCS workflow into normal day-to-day problem analysis and resolution

In Depth Knowledge of:

• Respond to incoming cases of client services department as backup during peak times
• Head problem resolutions requiring extensive analysis troubleshooting and escalation to product development
• Conduct extensive troubleshooting of backend databases and identify root cause of data issues
• Engineer and investigate both platform and product issues
• Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures
• Direct clients through issue resolution including customer meetings status reports and updates
• Identify propose and enforce escalation process improvements

Strong Understanding of:

• Data Protection Backups SnapMirror Virtualization StorageGrid FabricPool
• RAID and storage systems
• Troubleshooting block storage protocols
• SAN storage and surrounding infrastructure (Brocadecisco virtualization)
• NFS the UNIX remote file sharing protocol
• CIFS the Windows NT remote file sharing protocol
• Data Ontap operating system and NetApp clustering

Education and Experience:

• A minimum of 8 years of professional experience as outlined above is required
• Applicable technical education/certifications are nice to have but not required
• US Citizenship required