Technical Support Engineer, L1

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Address customer issues for NetApp via phone, web, or AutoSupport.

• Investigate customer inquiries promptly and provide recommendations and action plans.

• Refer intricate cases to senior Technical Support Engineers or Escalation Engineers.

• Utilize internal technical knowledge, resources, and tools to deliver customer solutions.

• Develop new knowledge-base articles to document and disseminate technical insights.

• Engage in technical discussions within the Technical Support Engineering team.

• Acquire knowledge of new technologies and complementary storage applications.

• Gain experience through hands-on practice, self-directed study, and diverse learning environments.

• Learn about NetApp’s proprietary ONTAP operating system.

• Diagnose NetApp hardware issues.

• After completing training, potentially assist with a limited number of Top Enterprise Accounts and SupportEdge Premium cases.

⛳️ Requirements

• Proficient written and verbal communication skills in English (B2 level or higher).

• Strong interpersonal communication and customer service abilities.

• Basic knowledge of NFS.

• Basic knowledge of CIFS.

• Basic understanding of TCP/IP networking.

• Basic understanding of RAID.

• Fundamental knowledge of Microsoft Exchange and/or Veritas software.

• Strong inclination to learn new technologies.

• Capability to employ technologies in a customer-facing role.

• Ability to adhere to standard engineering principles.

🏝️ Benefits

• Competitive compensation packages that include base salary, incentives, overtime, and shift differentials for specific shifts.

• Annual performance-based merit increases.

• Paid training, whether conducted onsite or remotely.

• Discounts available for various corporate and retail partners for services and products upon presentation of Sutherland ID.

• Excellent training and supervisory assistance.

• Competitive salary with an appealing and achievable PBI structure.

• Paid vacation and sick leave on an annual basis.

• Exceptional health and life insurance plans.

• Paid referral program.

• Opportunities for career development and advancement.

• Outstanding reward and recognition programs.