Field Support Engineer
Job Summary:
As a Field Support Engineer you will be the primary contact for the Technical Support Center (TSC) and will provide, in the field, post-sales services and support for NetApp customers. The
typical customer environments that a Field Services Engineer will function within are networked and fibre channel implementations of Unix and/or Windows, interfacing with NetApp storage and software. The individual must be a motivated self-starter, with demonstrated technical problem solving skills; a technical team leader and a subject matter expert; and have a strong customer service orientation and experience.

Essential Functions:
Field Support Engineers assist NetApp customers and Technical Support Engineers through on-site support including:
- Serve as the company’s liaison with customers and the Technical Support Center on support cases.
- Interpret customer needs and clarify roles and responsibilities.
- Perform any necessary diagnoses, technical troubleshooting, service, and repair of systems and equipment at customer site.
- Provide all aspects post-sales field support such as system hardware, software, desktop support, networks, etc.
- Create documentation and post-mortem analyses of escalations.
- Ability to travel to customer site with minimal notice provided.
- Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
- Participate in special projects as necessary to improve the technical team; and work on cross-functional teams which improve processes within Global Support.
- Provide mentorship to new employees joining the Field Support Engineering function or the technical team working with the Field Support Engineers.
Job Requirements Requirements:
- Demonstrated excellent written and verbal communication skills.
- Demonstrated excellent customer service experience working with customers in high stress situations on complex problems.
- Experience providing trace analysis of packets and protocols.
- NetApp applications software experience.
- In-depth knowledge of:
- UNIX configuration, administration and technical support.
- Windows NT/2000/2003 configuration, system administration and technical support.
- Fibre Channel HBA configuration and installation.
- NAS and/or SAN storage and surrounding infrastructure.
- Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
- Network architectures including the roles of routers, and switches
- Microsoft Exchange
Strong understanding of:
- RAID and storage systems
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- Data Ontap operating system and NetApp clustering.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- At least three years of experience with NetApp systems.
- Ability to follow standard engineering principles and practices.
- Creative approach to problem solving.
- Ability to travel more than 70% of the time, with minimal lead time provided.

Responsibility and Interaction:
Responsibility:
- The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches.
- This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.
- Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.

Interaction:
- This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties.
- Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.
- The ideal candidate will be a proactive contributor and subject matter expert.
- To be successful, this individual must demonstrate favorable results through regular leadership and influencing others.
Education and Experience Education & Experience:
- A minimum of 8 years of experience is required. 9 to 11 years of experience is preferred.
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.
- Demonstrated ability to have completed multiple, complex technical projects
- Knowledge of commercial databases such as Oracle, SAP, and Microsoft SQL Server, is desired.
- Familiarity with multipathing software, volume managers, file systems (such as VERITAS File System), and backup software is desired.
- Backup and database applications and/or NetApp software (SnapDrive, SnapMirror, SnapManager) is desired.
Posting Category Customer Support Engineering
Full time / Part time Full-time
Posting Location SOUTH AFRICA – Johannesburg
Requisition Number 10566BR

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