Technical Support Engineer

Job description Job Summary Primary Job Functions: • Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios. • Provide troubleshooting and technical support via phone, Web based tools and email. • During problem escalations, act as a liaison between customers and Engineering support. • Collaborate with other teams and experts whenever required to solve complex technical issues. • Continuously develop skills leveraging several learning tools available at NetApp Inc. • Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers • Research, document, and escalate cases as needed. • Be flexible in working in shifts (4AM IST to 6PM IST). • Able to address multiple customer issues simultaneously. • Directly support customers with exceptional verbal and written communication and troubleshooting skills. • Active participation in Knowledge base creation, trainings, and other documentation activities. read more Key Skills switchingip routingtsehyper-vstorageccnproutingtechnical supportrouterlinuxfasprotocolshypernetappcommunication skillstcpxennassanvmwareipverbal communicationmicrosoft azureethernetiscsienvironmentwritten communicationvtroubleshootingawsfcccnaraid