Escalation Engineer

Job Summary

The position is for a Performance Escalation Engineer responsible for engineering-level support to customers, customer support personnel, technical management, and field support staff focused on diagnosing, troubleshooting / debugging, and resolving NetApp customer storage solutions. You will work with Engineering Support, Development, and Product Managers to drive quality and success of these products from a global support perspective.

Essential Functions

• Respond to situations where NetApp product support TSE has been unable to solve the customer's technical issues.
• Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs.
• Work collaboratively with customers in potentially stressful situations while providing professional and courteous technical expertise.
• Work with customers and other NetApp technical teams to define and frame technical problems, determine solutions to problems reported, and assist customers in implementing the resolution.
• Provide technical feedback to engineering concerning product changes and enhancements or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues.
• May be called on-site to assist in complex technical solutions requiring changes to core functionality and systems operation.
• Create tests, tools, and diagnostic procedures for use by product support personnel.
• Partner with TSM to identify gaps in knowledge and create solution plans.
• Share performance knowledge with team members via training sessions.
• Create documentation and post-mortem analyses of escalations.

Job Requirements

In-depth Knowledge of

Strong Understanding of

Education

Compensation

The target salary range for this position is $118,000 – $155,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors and include a comprehensive benefits package.

Benefits

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. 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 federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other 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, provide comprehensive medical, dental, wellness, and vision plans, offer educational assistance, legal services, and access to discounts, and provide financial savings programs to help you plan for your future.

Professional Services and Escalation Engineer I

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