Manager, Technical Support

Job Summary

In this second shift position, you will directly manage a group of individual contributors who are technical support and escalation engineers.

? Requires close supervision and detailed instruction on assignments / regional projects, usually technical in nature.

? Requires operational knowledge of area of functional responsibility.

? Assigns goals, tasks, reviews work, and writes individual appraisals.

? Ensures operational and case metrics are met according to company standards.

? Must demonstrate excellent customer service skills and technology know-how needed to work successfully in high-pressure, time-sensitive situations where customer satisfaction is the goal.

_* This is a second shift opportunity, with hours of Monday-Friday, 1pm-10pm ET/12pm-9pm CT and can be located in either Research Triangle Park (RTP), NC, or Wichita, KS - qualified candidates local to one of these locations need only apply Additional compensation is offered for working a non-standard schedule.*_

Job Requirements

• Lead Technical Support Engineers and Escalation Engineers who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio.

• Skilled at talent management, including assessment, deployment, development, reward, and retention.

• Demonstrate a clear understanding of the local goals and requirements to successfully manage your business. This includes maintaining minimum staffing requirements, adhering to standards, following defined processes, providing floor presence, and partnering across verticals, departments, and sites.

• Responsible for assessing and reviewing employee performance and providing a framework for training, development, and career growth. Serve as a mentor for more junior-level managers.

• Experience in cross-organization collaboration and communication skills.

• Ability to work in a fast-paced, reactive, changing, and sometimes demanding technical call center atmosphere.

• Implement strategies focused on driving continual improvement to Support delivery and the overall Technical Customer Support experience.

Education

• A minimum of 5+ years of relevant experience, as outlined above, is required; with supervisory, leadership, and/or management experience

• Applicable education, certifications, and/or training are advantageous, but not required.

Compensation:

The target salary range for this position is $115,000-$149,000 USD. 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. This may cover 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), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

132683

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.

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 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. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family.

We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.