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Escalation Engineer
NetApp
posted 16d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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.
- 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
- 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.
- 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.
Employment Type: Full Time, Permanent
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What people at NetApp are saying
Escalation Engineer salary at NetApp
reported by
4
employees
with 6-12
years exp.
₹18
L/yr - ₹40
L/yr
105%
more
than the average Escalation Engineer Salary in India
View more details
What NetApp employees are saying about work life
based on 337 employees
Flexible timing
Monday to Friday
No travel
Day Shift
NetApp Benefits
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