Job Summary
Join our team as a Technical Support Engineer and play a key role in keeping mission-critical systems running smoothly. You'll work directly with customers, support teams, and field engineers to diagnose, troubleshoot, repair, and debug NetApp products — ensuring issues are resolved quickly and effectively.
In this role, you'll step in when first-line support can't crack the problem, applying your expertise in both hardware and software to deliver optimal results. We're looking for a proactive, "take-charge" professional with proven technical problem-solving skills, deep subject matter expertise, and a strong commitment to exceptional customer service.
If you thrive on solving complex challenges and making a real impact, we'd love to hear from you.
Job Requirements
* Respond to situations where NetApp product support has been unable to solve customer's technical issues.
* Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers.
* Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center
* Focus on E-series and StorageGRID specialization and build deep technical expertise in these areas.
* Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience.
* Good Understanding of following: Hadrware priciples; Object based storage; Distributed data base (Cassandra); S3 Protocol; RAID; iSCSI; Fibber channel; Linux administration; Troubleshooting experience with network trace analysis -> Network troubleshooting experience with wireshark; Virtualization; VMware; Docker-containers; Infiniband, NDMe-of; Data protection; Scripting; HTTP/RestAPI; Understanding of T10 Protection Information (PI) concepts; TCP practical troubleshooting experience with network trace analysis; Working experience with NetApp Data ONTAP 9.0 and above (a plus).
Education
* Minimum of 2 years within a similar Technical support role.
* A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.
* Fluent English & Hebrew (C1-C2 level)
* Passion and ability to learn new technologies in a fast-pace environment.
* Work well in a team environment and be a proactive contributor to team development projects.
* Creative approach to problem solving and demonstrate a 'can-do' attitude.
* High ability to multi-task, manage workload and define priorities based on business impact of issues.
* 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.