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Job Summary
Dedicated technical support specialist with extensive experience in diagnosing and troubleshooting complex software and network systems. Proficient in providing high-quality assistance to customers, partners, technicians, and system administrators through various communication channels, including email, remote sessions, and phone/chat support. Skilled in addressing escalated issues beyond first-line support, effectively identifying and reporting bugs and feature requests while collaborating with software engineering and development teams to drive product improvements. Experience in customer installation and training, with a strong ability to support users of advanced technical products. Committed to enhancing user experience by creating, updating, and managing knowledge base articles tailored to supported products. Demonstrated ability to foster positive customer relationships and ensure satisfaction in a highly technical environment.
Job Requirements
* Good understanding of storage concepts and infrastructure
* Database principles (MySQL)
* Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces, etc.)
* Windows and Linux Operating Systems
* Basic understanding of hypervisors (Hyper-V, VMware)
* Remote authentication methodologies (LDAP, SAML, etc.)
* Data protection and backups
* Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS)
* REST API methodology
* Knowledge of relevant technologies such as OnCommand suite, Data ONTAP, scripting languages (Python, Java, Perl), system analysis tools (perfstat, packet traces, logs), NetApp High-Availability (HA), and relevant certifications (NCDA, NCSE, CCNA, RHCA, VCP, MCSA)
* Kepner-Tregoe and KCS methodologies
Your Profile
* Bachelor's degree in Computer Science, Electrical Engineering, or related field, or equivalent work experience
* 2+ years of relevant technical support experience
* Strong communication skills in English and at least one of the following: German, French, or Hebrew
* Excellent interpersonal skills for high-stress customer interactions
* Quick learner with a problem-solving mindset
At NetApp, we embrace a hybrid work environment to foster connection, collaboration, and culture.
Equal Opportunity Employer
NetApp is committed to EEO and compliance with laws prohibiting employment discrimination.
Why NetApp?
We are data-driven, innovative, and committed to integrity, teamwork, and community engagement, including a volunteer time off program and comprehensive benefits.
If you're ready to contribute to solving big problems, let's talk.
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