Escalation Engineer

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

We are seeking a skilled Escalation Engineer with expertise in NetApp ONTAP, data center operations, and storage concepts. The ideal candidate will possess a robust technical background in data storage, coupled with extensive experience in providing technical support and leading teams in resolving complex issues. This role requires a deep understanding of product sustainability, engineering cycles, and a commitment to delivering exceptional customer service.

Job Requirements

- Serve as a subject matter expert in NetApp ONTAP and related storage technologies.

- Lead and coordinate resolution efforts for escalated technical issues, collaborating closely with cross-functional teams.

- Provide advanced troubleshooting and problem-solving expertise to address complex customer issues.

- Conduct in-depth analysis of customer environments to identify root causes and develop effective solutions.

- Actively participate in product sustainability initiatives, including product lifecycle management and engineering cycles.

- Mentor and guide junior team members, fostering a culture of continuous learning and development.

- Communicate effectively with customers, internal stakeholders, and management, both verbally and in writing.

- Document technical solutions, best practices, and knowledge base articles to enhance team efficiency and customer satisfaction.

Education & Requirements

- Bachelor’s degree in Computer Science, Information Technology, or related field.

- Extensive experience for 10+ years in technical support as a Sr. Engineer/Principal Engineer, handling escalations preferably in a storage or data center environment.

- In-depth knowledge of NetApp ONTAP and storage concepts such as SAN, NAS, RAID, and replication.

- Strong understanding of data center architectures, virtualization technologies, and cloud platforms.

- Proven track record of leading teams in resolving technical escalations and driving issue resolution.

- Excellent collaboration skills with the ability to work effectively in a cross-functional team environment.

- Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.

- Demonstrated ability to prioritize and manage multiple tasks in a fast-paced environment.

- Relevant certifications such as NetApp Certified Implementation Engineer (NCIE) or equivalent are a plus.

Did you know…

Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.

If you run toward knowledge and problem-solving, join us.