NetApp
Escalation Engineer
NetApp - Durham, North Carolina, United States, 27703
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Overview
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Escalation Engineer
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NetApp 5 days ago Be among the first 25 applicants Join to apply for the
Escalation Engineer
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NetApp Get AI-powered advice on this job and more exclusive features. This range is provided by NetApp. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$119,000.00/yr - $155,000.00/yr Job Summary This is an advanced technical role that involves leadership, coaching, mentoring and escalation management for our Cloud products. This role provides advanced technical support to customers, customer support personnel, and field support staff, focused on advanced diagnosis, troubleshooting, repairing and debugging NetApp products, including software, hardware and cloud services including multi-vendor interoperability issues. This may also include extensive collaboration with engineering and the Critical Account Program. Job Requirements 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 Provide Brownbag/trainings about topics within your area of technical expertise Vocal technical consultant / expert for Technical Support Engineers and Technical Support Managers Strong understanding of: NetApp hardware, software and cloud solutions experience AWS-native integrations such as CloudWatch, IAM roles, and VPC configurations that impact FSx ONTAP behavior Data protection and backups Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS) RestAPI methodology Familiarity with multi-pathing software, volume managers, file systems, and backup software is desired. Demonstrated participation in multiple, complex technical projects. Education A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required A minimum of 8 years of experience is required Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Customer Service and Information Technology Industries Technology, Information and Media, Data Infrastructure and Analytics, and Software Development Referrals increase your chances of interviewing at NetApp by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Paid maternity leave Child care support Paid paternity leave Student loan assistance Tuition assistance Disability insurance Get notified about new Escalation Engineer jobs in
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Morrisville, NC $80,000.00-$85,000.00 4 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Escalation Engineer
role at
NetApp 5 days ago Be among the first 25 applicants Join to apply for the
Escalation Engineer
role at
NetApp Get AI-powered advice on this job and more exclusive features. This range is provided by NetApp. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$119,000.00/yr - $155,000.00/yr Job Summary This is an advanced technical role that involves leadership, coaching, mentoring and escalation management for our Cloud products. This role provides advanced technical support to customers, customer support personnel, and field support staff, focused on advanced diagnosis, troubleshooting, repairing and debugging NetApp products, including software, hardware and cloud services including multi-vendor interoperability issues. This may also include extensive collaboration with engineering and the Critical Account Program. Job Requirements 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 Provide Brownbag/trainings about topics within your area of technical expertise Vocal technical consultant / expert for Technical Support Engineers and Technical Support Managers Strong understanding of: NetApp hardware, software and cloud solutions experience AWS-native integrations such as CloudWatch, IAM roles, and VPC configurations that impact FSx ONTAP behavior Data protection and backups Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS) RestAPI methodology Familiarity with multi-pathing software, volume managers, file systems, and backup software is desired. Demonstrated participation in multiple, complex technical projects. Education A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required A minimum of 8 years of experience is required Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Customer Service and Information Technology Industries Technology, Information and Media, Data Infrastructure and Analytics, and Software Development Referrals increase your chances of interviewing at NetApp by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Paid maternity leave Child care support Paid paternity leave Student loan assistance Tuition assistance Disability insurance Get notified about new Escalation Engineer jobs in
Raleigh-Durham-Chapel Hill Area . Senior Customer Success Engineer (Tuesday - Saturday shift: 9am-6pm ET)
Morrisville, NC $119,500.00-$179,300.00 6 days ago Durham, NC $75,000.00-$85,000.00 2 weeks ago Application Support (entry-level, growth opportunities available such as Software Engineer)
Raleigh, NC $112,000.00-$149,900.00 1 month ago Cary, NC $100,000.00-$142,250.00 6 days ago Senior Customer Success Engineer (1st shift: Monday - Friday 9am-6pm ET)
Technical Solutions Engineer - Datacenter
Raleigh, NC $72,900.00-$134,300.00 6 days ago Senior Customer Success Engineer (Monday-Friday shift: 9am-6pm ET)
Morrisville, NC $80,000.00-$85,000.00 4 days ago Senior Customer Success Engineer (2nd shift: 12pm-9pm ET)
Senior HPC Support Engineer - InfiniBand and NVLink
Durham, NC $108,000.00-$201,250.00 17 hours ago Morrisville, NC $80,000.00-$85,000.00 4 days ago Software Escalation Engineer Team Lead (Python)
Morrisville, NC $80,000.00-$85,000.00 4 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr