Job Summary

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 “Korean and Japanese”, 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.
AI fundamentals

Education

NetApp, Inc. jobs