Job Summary

We at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

If you're a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. simply, we'd like to meet you.

Primary Job Functions

• Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.
• Provide troubleshooting and technical support via phone, Web based tools and email.
• During problem escalations, act as a liaison between customers and Engineering support.
• Collaborate with other teams and experts whenever required to solve complex technical issues.
• Continuously develop skills leveraging several learning tools available at NetApp Inc.
• Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
• Research, document, and escalate cases as needed.
• Be flexible in working in rotational shifts (preferably 4AM IST to 6PM IST).
• Able to address multiple customer issues simultaneously.
• Directly support customers with exceptional verbal and written communication and troubleshooting skills.
• Active participation in Knowledge base creation, training, and other documentation activities.

• Backup and Recovery Management: Troubleshoot backup and recovery solutions to ensure data integrity and availability.
• Data Protection Strategies: Develop and maintain data protection strategies, including disaster recovery plans and data retention policies.
• System Monitoring: Monitor backup systems and processes to ensure successful completion and identify any issues or failures.
• Technical Expertise: Strong knowledge of backup and recovery software (e.g., Veeam, Commvault, Veritas NetBackup).
• Operating Systems: Proficiency in various operating systems (Windows, Linux, Unix).
• Storage Solutions: Experience with storage solutions and technologies (SAN, NAS, cloud storage).
• Networking: Understanding of network protocols and configurations related to data transfer and storage.

• 2-5 years of experience in a technical support environment.
• B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college.