Job Summary
Resident Support Engineer - Services position in which predominant job responsibilities and requirements are to support to a large enterprise service provider environment. Will be required to provide technical expertise and troubleshooting during the installation, implementation and maintenance of windows as needed. May be involved in implementing detailed customer installation requirements. Will be working as a team to ensure that customer's needs have been met and that the product/solution is fully functioning according to specification. May provide follow-up support to account team and customer personnel by disseminating technical information on specific applications. Will be required to provide on-call support on as part of a rotation with other team members.
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This job will entail weekend shifts Friday - Sunday local time in India to correspond with the customer upgrade professional services and storage admin teams.
Job Requirements
• In-depth technical knowledge in Storage and/or Virtualization Technology, or the technical background and aptitude that will provide the ability to quickly acquire this knowledge.
• Possesses at least one advanced specialization in technical skill area. Able to actively contribute to innovations.
• Able to interact effectively with TSE/EE/PS/CPE on all technical matters, capable of preparing RCA and understand its wider technical context.
• Able to drive discussions with account teams on root-cause analyses beyond filer-level (e.g. SAN host, Mulitpathing, VLAN).
• Proven ability to professionally handle conflict and to effectively manage customer expectations.
• Ability to integrate diverse perspectives in critical situations to aid issue resolution.
• Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management.
• Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with CPE.
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment.
• Frequent visits to the customer's domestic sites as required.
• Able to influence and drive actions on both short and mid-term time scale. Able to influence and leverage account teams for driving change at customer.
Education
• Bachelor's degree in Electrical Engineering, Computer Science or related field with a minimum of 5 - 8 years of related experience is required
Job Segment: Electrical Engineering, Computer Science, Virtualization, Electrical, Engineer, Engineering, Technology