Technical Support Specialist

3 weeks ago


Durham, North Carolina, United States NetApp Full time
Job Summary
As a Technical Support Specialist at NetApp, you will be an integral part of our technical team, providing high-quality solutions to partner escalations through email, phone, and chat. You will meet priority-based Service Level Agreements (SLAs) and be responsible for diagnosing, troubleshooting, and debugging complex software, file system, or network systems in an AWS environment.

In this role, you will have the opportunity to drive issue mitigation with our Tier1 support partner and deliver workarounds or solutions. You will also train our Tier1 support partner and enhance team processes and workflows based on data analysis. This position is located in either Raleigh (RTP) NC, Wichita KS, or Boulder CO, with an approximate schedule of Mon-Fri 7am-4pm ET/7am-4pm CT/6am-3pm MT.

A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat, is required. Solid understanding of storage and networking infrastructure, Windows and Linux file services, AWS console, compute, storage, networking, and debugging tools is also necessary. Excellent interpersonal communication and customer service skills are needed to work successfully with Tier1 support partners in high-stress and/or ambiguous situations.

The target salary range for this position is $100,000 - $130,000, determined by the candidate's location, qualifications, experience, and education. The comprehensive benefits package includes health insurance, life insurance, retirement or pension plans, paid time off (PTO), various leave options, performance-based incentives, employee stock purchase plan, and/or restricted stocks (RSU's).

We are committed to equal employment opportunity and compliance with all federal, state, and local laws that prohibit employment discrimination. We encourage applicants to apply despite any perceived gaps in their qualifications.

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