- 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
- 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
- Typically requires no previous professional experience.
- Bachelors or Masters Degree