Job
Description
Own Every Moment at NetApp
At NetApp, your ideas power innovation. We lead in intelligent data infrastructuredelivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.Ready to innovate and contribute to our path to $10B Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, NetApp is where your journey begins.Job Summary
The Technical Support Manager directly manages a team of Technical Support and Escalation Engineers whose primary focus is troubleshooting, repairing, debugging and diagnosing incidents with NetApp products. This can include hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. The Technical Support Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business. They will establish and maintain relationships with internal stakeholders, including Senior Management, Engineering, Support Account Managers and Sales in order to drive operational excellence within support.Job RequirementsA major part of your responsibility will be to provide oversight to a group or groups of Technical Support Engineers and Escalation Engineers responsible for:Resolving customer problems that come in via the telephone, the web, chat or AutoSupportResearching customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.Creating new knowledgebase articles to capture new learnings for reuse throughout the center.Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.Responding to situations where NetApp product support has been unable to solve customer's technical issues.Providing a high level of proactive and reactive services by building relationships with the customer to best serve their needsExcellent written and verbal communication skills.Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations.A clear understanding of the product development cycle, technical requirements and project management.Experience and understanding of Storage Hardware, Software, Cloud and Virtualization technologyA strong understanding of concepts related to computer architecture through implementation.A demonstrated ability to function successfully as a leader.Responsibility & InteractionThis position is responsible for managing many tasks within a large group or department.Align local targets to business goalsThe potential impact of decisions made by this individual will be mostly operational.This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.Utilizes people skills and available manager tools to positively impact the development of your team within their role and career.This individual must demonstrate favorable results through providing leadership to function.EducationA BS/BA degree in Computer Science, Electrical Engineering or related field and a minimum of 8 years of experience as an individual contributor, or equivalent combination of professional education/training and applicable experience.At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.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 off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.If you want to help us build knowledge and solve big problems, let's talk.
