Technical Support Engineer – 2nd Shift (RTP, NC or Wichita, KS)

Technical Support Engineer 2nd Shift (RTP, NC or Wichita, KS)

We are looking for a Technical Support Engineer for a global B2B technology company. This role focuses on diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software, both on premises and in the Cloud. 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.

This is a 5-month contract (extensions likely), 40 hr / week on-site role in RTP, NC or Wichita, KS.

This is a W2 role as a Stage 4 Solutions employee. Health benefits and 401K are offered.

Must be able to work Late (2nd) Shift 1-10 pm EST.

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 the proper troubleshooting course of action
• Provide timely updates to customers on the 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 the next tier
• Create and / or improve the Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quickly.
• Ensure issues are documented thoroughly, clearly citing the customer's problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into the CRM system
• Understand conditions in which a field issue could be escalated
• Collaborate with downstream teams to resolve technical issues

Requirements :

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.

Please submit your resume to our network at https : / / www.stage4solutions.com / careers / (please apply to the Technical Support Engineer 2nd Shift (RTP, NC or Wichita, KS) role.

Please feel free to forward this opportunity to others who may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates' qualifications, without regard to race, color, religion / belief, national origin, gender identity, age, disability, marital status, genetic information, or other applicable legally protected characteristics.

Compensation : $25 / hr - $28 / hr

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