About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
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
- Typically requires no previous professional experience.
- Bachelors or Masters Degree
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.