Job Summary:
This is a technical support specialist role that involves diagnosing and troubleshooting complex software and network systems. The successful candidate will have extensive experience in providing high-quality assistance to customers, partners, technicians, and system administrators through various communication channels.
Key responsibilities include addressing escalated issues beyond first-line support, effectively identifying and reporting bugs and feature requests while collaborating with engineering and development teams to drive product improvements.
The ideal candidate will also have experience in customer installation and training, with a strong ability to support users of advanced technical products. Additionally, they will be responsible for creating, updating, and managing knowledge base articles tailored to supported products.
The role requires a demonstrated ability to foster positive customer relationships and ensure satisfaction in a highly technical environment.
Required Skills and Qualifications:
* Storage concepts and infrastructure
* Database principles (mysql)
* Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces etc)
* Windows and Linux Operating Systems
* Hypervisor (Hyper-v/VmWare)
* Remote authentication methodology (LDAP, SAML etc)
* Data protection and backups
* Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS)
* RestAPI methodology
Preferred Skills:
* OnCommand products suite
* NetApp Storage System operating systems such as Data ONTAP
* Scripting or programming languages such as Python, JAVA, Perl, etc.
* Tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
* NetApp High-Availability (HA) technology
* NetApp / industry relevant certifications (i.e. NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc)
Requirements:
* Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
* 2+ years of experience in a relevant technical support role
* Good 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
* Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
* Ability to follow standard engineering principles and practices
* Fluent in English + any of the following languages: German, French, or Hebrew