Technical Support Engineer - AWS FSx

About the role

NetApp is expanding its cloud teams and is looking for Technical Support Engineers with AWS experience to join a fast-paced technical team in Bangalore. The role focuses on supporting partner escalations and delivering solutions for complex software, file system and network issues in an AWS environment.

Key responsibilities

• Resolve partner escalations by email, phone and chat while meeting priority-based SLAs.
• Diagnose, troubleshoot and debug complex software, file system or network systems in an AWS environment.
• Report design, reliability and maintenance problems or bugs to NetApp engineering teams worldwide.
• Work with the tier 1 support partner to mitigate issues and deliver workarounds or solutions.
• Train the tier 1 support partner and improve team processes and workflows based on data.
• Create knowledge base articles and share best practices with the Technical Support centre.
• Mentor colleagues and deliver training material for NetApp employees.

Required profile

• A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support, handling customer cases by phone, email or chat.
• Typically a Bachelor's degree with 5-8 years of related experience, or a Master's degree with 3-5 years, or an equivalent combination of education, training and certifications.
• Experience working with enterprise customers globally.
• Willingness to work after hours and handle weekend on-call duties.
• Strong written and spoken English and excellent customer service skills.

Required skills

• Clear, identifiable AWS experience (preferred: AWS Certified).
• Solid understanding of storage and networking infrastructure, Windows and Linux file services (NFS and CIFS/SMB), the AWS console, compute, storage and networking, and debugging tools.
• Ability to follow engineering principles, solve problems creatively and learn new technologies quickly.