Technical Support Engineer, L1

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

📋 Description

• Deliver entry-level technical support for diagnosing, reproducing, and resolving software and hardware issues.

• Troubleshoot protocols operating on NetApp hardware to aid customers in problem isolation and resolution.

• Address customer inquiries through telephone, web, or AutoSupport channels.

• Promptly investigate customer issues and provide follow-up recommendations and action plans.

• Refer complex or out-of-scope cases to senior Technical Support or Escalation Engineers.

• Leverage internal technical knowledge, resources, and tools to deliver customer solutions and enhance the knowledge base.

• Develop knowledge-base articles to document new insights.

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

• Acquire knowledge of NetApp’s proprietary OnTap operating system and troubleshoot related hardware issues.

• Post-training, assist selected Top Enterprise Accounts and SupportEdge Premium cases.

⛳️ Requirements

• Excellent written and verbal communication abilities in English (B2 level or above).

• Strong interpersonal communication and customer service skills for engaging with clients in high-stress or unclear situations.

• Demonstrated ability to learn new technologies and apply them in a customer-facing role.

• Capability to adhere to standard research and troubleshooting methodologies.

• Fundamental understanding of storage protocols and applications, including NAS/SAN.

• Basic knowledge of networking concepts, including TCP/IP.

• Basic comprehension of hardware and RAID systems.

• Basic familiarity with operating systems, including Windows/Unix.

• Basic awareness of data protection measures, including backup and recovery solutions.

🏝️ Benefits

• Work remotely.

• Opportunities for learning and development through hands-on experience, self-directed study, and diverse learning environments.

• After training, the chance to handle a limited number of Top Enterprise Accounts and SupportEdge Premium cases.