Beschreibung : Field Support Engineer (m/f/d). Unternehmen : NetApp. Lage : Deutschland
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
Job Summary
The Field 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
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.
Perform troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud.
Ability to perform responsibilities remotely or on customer premises as needed with minimal notice.
Approximately 25% - 50% travel.
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.
Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
Educate and influence in technical discussions and enablement activities.
Job 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 Qualifications
This individual should have in-depth knowledge and understanding of hardware/software troubleshooting and analysis, including but not limited to:
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
Familiarity and understanding of the following:
Hybrid cloud and provider technology from AWS, Azure, and Google Cloud Services
Cloud tiering and backup
Virtualization platforms from 3rd parties
Demonstratable understanding of network connectivity
Demonstratable understanding of Active Directory, Windows Servers, and Services
Solid experience working with Internet Security and Networking Technologies such as TCP/IP,
HTTP, Load balancers, Proxies and Firewalls.
Internal Interaction and Communication
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
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.
