Escalation Engineer

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. Education & Requirements - 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.