Escalation Engineer

Job SummaryThis 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 perspectiveYou 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 a 2nd shift opportunity that can be located in either Research Triangle Park (RTP), NC or Wichita, KS. ***Essential FunctionsRespond to situations where NetApp product support TSE has been unable to solve the customer’s technical issuesProvide a high level of proactive and reactive services by building relationships with the customer to best serve their needsWork collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertiseWork with customers and other NetApp technical teams to define and frame technical problems, determine solutions to problems reported, and assist customers in implementing the resolutionProvide technical feedback to engineering concerning product changes and enhancements, or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issuesMay be called on-site to assist in complex technical solutions requiring changes to core functionality and systems operationCreate tests, tools, and diagnostic procedures for use by product support personnelPartner with TSM to identify gaps in knowledge and create solution plansShare performance knowledge with team members via training sessionsCreate documentation and post-mortem analyses of escalationsJob RequirementsIntimate knowledge of NetApp Solution Support Process and NetApp products and strategyAbility to challenge processes and drive changeDemonstrated excellent customer service working with customers in high-stress situations on complex problemsProven performance troubleshooting skills and successful corrective action implementationIncorporate KCS workflow into normal day-to-day problem analysis and resolutionIn-depth Knowledge OfNetApp AFF/FAS OnTap Core Platform and WAFL functionalityNetApp Cluster implementationNetApp Cloud Products and implementationsPerformance monitoring and troubleshooting tools such as AQIUM, Graphana, PerfArchives (PA)Identifying Utilization, Latency, Through-put, Bottlenecks, and other Delay Centers using PAASUP, EMS and other data collection and analysis tools Network setup and troubleshooting toolsNAS and/or SAN storage and surrounding infrastructure.Network Attached Storage protocols (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)Strong Understanding OfData Protection, Backups, SnapMirror, Virtualization, StorageGrid, FabricPoolRAID and storage systemsTroubleshooting block storage protocolsSAN storage and surrounding infrastructure (Brocade,cisco, virtualization)NFS, the UNIX remote file sharing protocolCIFS, the Windows NT remote file sharing protocolData Ontap operating system and NetApp clusteringEducationA minimum of 8+ years of professional experience, as outlined above, is requiredApplicable technical education/certifications are nice to have, but not requiredCompensationThe target salary range for this position is $118,000 - $155,000. 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.At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.Equal Opportunity EmployerNetApp 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.Why NetApp?We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time 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. Finally, we provide financial savings programs to help you plan for your future.If you want to help us build knowledge and solve big problems, let's talk.Submitting an applicationTo ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.Apply