Job Summary
The Technical Support Manager oversees a team of engineers who focus on troubleshooting, repairing, debugging, and diagnosing incidents with NetApp products. They manage hardware, software, and multi-system/multi-vendor/multi-network interoperability issues.
Key Responsibilities
* Provide oversight to a group or groups of technical support engineers and escalation engineers responsible for resolving customer problems that come in via the telephone, the web, chat or AutoSupport
* Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
* Create new knowledgebase articles to capture new learnings for reuse throughout the center
* Participate in technical communications within the technical support engineering team to share best practices and learn about new technologies and complimentary storage applications
* Respond to situations where NetApp product support has been unable to solve customer's technical issues
Job Requirements
* Excellent 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
* A clear understanding of the product development cycle, technical requirements and project management
* Experience and understanding of Storage Hardware, Software, Cloud and Virtualization technology
* A strong understanding of concepts related to computer architecture through implementation
* A demonstrated ability to function successfully as a leader
Responsibilities & Interaction
* This position is responsible for managing many tasks within a large group or department
* Align local targets to business goals
* The potential impact of decisions made by this individual will be mostly operational
* This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning