Technical Support Engineer

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.

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 shifts (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, trainings, and other documentation activities.

Basic understanding of RAID Concepts.
Good understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols.
Familiar with NetApp hardware (FAS, AFF, Disk Shelf) architecture.
Working knowledge of switches (CISCO / Brocade/ NetApp)
Understanding of Service Processor/ BMC/ iLO/ RLM functionalities.
Knowledge of hardware components on Controllers, shelves, ethernet/ FC switches.
Basics of SAS, FC, ACP cabling.
Hands on installation, administration and upgradation of drivers and firmware s.
Familiar with logging methodology on switches, FAS and AFF issues.
Basic understanding of storage topology (NAS, SAN, DAS).
Strong communication and negotiation skill for leading critical discussion and expectation management.
Strong logical/critical thinking and problem resolution skill.
Must have at least 1 year of experience in a technical customer support environment or field experience.
The individual must have at least 1-year experience with products and technologies in an Enterprise environment.

Desired Skills:
Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications.
Knowledge of Metrocluster architecture.
Hands on NetApp System Manager / OnCommand suite applications.
Hands on Ontap 7-mode/ Clustered administration.

• Preferably requires a minimum of 1-2 years of related experience.
• B. E or B. TECH graduate (Computer Science, E C, I.T, EE) from a reputed college.