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Academy - Technical Support Engineer

4 months ago

Dalian, China NetApp Full time

Title: Academy - Technical Support Engineer

Location:

Dalian, CN, 116023

Requisition ID: 126701

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into

opportunity for every customer. No matter the data type, workload or environment, we help our

customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help

bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and

openness because it’s in our DNA. Of course, you won’t be doing it alone. At NetApp, we’re all

about asking for help when we need it, collaborating with others, and partnering across the

organization – and beyond.

"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 an energized, self-motivated, team player to work in a fast-paced, high-pressured, dynamic environment providing remote technical support to NetApp Customers, Partners, and Field Engineers via chat, phone, email, and remote sessions. 

The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software both on premises and in the Cloud. A TSE will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSEs are expected to be able to handle multiple concurrent issues while documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM. TSEs will capture and record all knowledge learned via the NetApp Knowledge Base. 

Job Responsibilities

Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers  Read and analyze various system and application logs to determine where an issue is.  Ask customers targeted questions to diagnose problems and provide timely solutions.  Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action  Provide timely updates to customers on status and progress of cases and properly set expectations.  Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier  Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.  Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system  Understand conditions in which a field issue could be escalated  Collaborate with downstream teams to resolve technical issues 

Job Requirements

Highly proficient written and verbal communication skills  Ability to work under pressure and respond calmly in high stress situations  Bilingual skills on “Japanese and Chinese” or “Korean and Chinese”, both verbal and written communication.  Desire to constantly learn and work on ever evolving and emerging technologies  Team oriented individual that can also work independently, in office and remote, with minimal supervision  Ability to provide complete step by step troubleshooting instructions both verbally and in writing  Can demonstrate proficient problem solving, troubleshooting, and diagnosis skills  Basic technical understanding in two or more of the following areas: Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows, Unix or Linux

Education

Typically requires no previous professional experience.

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all

federal, state and local laws that prohibit employment discrimination based on age, race, color,

gender, sexual orientation, gender identity, national origin, religion, disability or genetic

information, pregnancy, protected veteran status, and any other protected classification.

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?

We are all about helping customers turn challenges into business opportunity. It starts with

bringing new thinking to age-old problems, like how to use data most effectively to run better –

but also to innovate. We tailor our approach to the customer’s unique needs with a

combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering

employees 40 hours of paid time 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. Finally, we provide

financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let’s talk.


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