Job Summary

Dedicated technical support specialist with extensive experience in diagnosing and troubleshooting complex software and network systems. Proficient in providing high-quality assistance to customers, partners, technicians, and system administrators through various communication channels, including email, remote sessions, and phone/chat support. Skilled in addressing escalated issues beyond first-line support, effectively identifying and reporting bugs and feature requests while collaborating with sw-engineering and development teams to drive product improvements. Experience in customer installation and training, with a strong ability to support users of advanced technical products. Committed to enhancing user experience by creating, updating, and managing knowledge base articles tailored to supported products. Demonstrated ability to foster positive customer relationships and ensure satisfaction in a highly technical environment.

Job Requirements

Good understanding of:

- Storage concepts and infrastructure

- Database principles, (mysql)

- Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces etc)

- Windows and Linux Operating Systems

Basic understanding of

- Hypervisor (Hyper-v/VmWare)

- Remote authentication methodology (LDAP, SAML etc)

- Data protection and backups

- Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS)

- RestAPI methodology

Knowledge of the following technologies will be considered an asset

- OnCommand products suite

- NetApp Storage System operating systems such as Data ONTAP

- Scripting or programming languages such as Python, JAVA, Perl, etc.

- The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)

- NetApp High-Availability (HA) technology

- NetApp / industry relevant certifications (i.e. NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc)

- Kepner-Tregoe methodology, Knowledge-Centered Service (KCS) methodology

Your Profile

A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
2+ years of experience in a relevant technical support role
Good written and verbal communication skills
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Ability to follow standard engineering principles and practices
Creative approach to problem solving
Fluent in English + any of the following languages: German, French, or Hebrew

Technical Support Engineer

Job Description