NetApp Solution Support Engineer 

Thailand, Bangkok, Bangkok 

742343929

Responsibility and Impact

• Perform troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud.
• Ability to perform responsibilities remotely or on customer premises as needed with minimal notice. Approximately 10% - 20% travel.
• Requires ability to participate in a 7*24-hour standby roster if required.
• Content creation through documentation, knowledge base articles, and post-mortem analyses.
• Participate in projects as necessary to improve quality, processes, and the customer experience. Utilize strong industry knowledge and experience to drive improvements innovation.
• Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
• Conduct enablement activities with NetApp onsite partner engineers as directed.
• Conduct digital tool sessions with Customers and Partners as required.

• Demonstrated excellent customer service experience working in high stress situations on complex problems.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to follow and contribute to development of standard principles and practices.
• Creative approach to problem solving with rigorous review of existing process and methodologies.

Technical Qualifications
This individual should have capability to build in-depth knowledge and understanding of hardware/software troubleshooting and analysis, including but not limited to:

• Complex OS and FW upgrades with ONTAP, Santricity, and StorageGRID
• Product interoperability
• FCP, iSCSI, NVME, NFS, and CIFS protocols
• Ethernet and SAN switches
• Data protection technologies including MetroCluster and SnapMirror
• FAS and AFF platforms
• E-Series platforms

Familiarity and understanding of the following:

• Hybrid cloud and provider technology from AWS, Azure, and Google Cloud Services
• Cloud tiering and backup
• Virtualization platforms from 3rd parties

Internal Interaction and Communication

• Limited supervision and direction is provided, as this individual is expected to operate and drive results and set priorities independently.
• Act as a proactive contributor with ability to effectively communicate and work with multiple cross functional teams.

• 6 to 8 years of relevant industry experience
• A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.