Technical Support Engineer

NetApp is seeking a Technical Support Engineer to support customers and partners by diagnosing, troubleshooting, repairing, and debugging NetApp products. In this hybrid role based in Morrisville, NC, you will work on cases that extend beyond first-line support and help drive resolution for complex escalations.

This position also emphasizes technical knowledge sharing and occasional training, with additional value placed on comfort with AI-driven tools and practices. You will use deep expertise across NetApp storage technologies and collaborate across teams when issues require engineering involvement.

What you’ll do

• Resolve technical issues that remain open after initial NetApp product support.
• Collaborate with other NetApp Technical Support teams and escalate complex cases to Engineering.
• Develop knowledge base articles that capture information and best practices.
• Build specialized expertise in NetApp ONTAP architecture, including Core, Hardware, WAFL, and related NAS, SAN, and Performance areas.
• Troubleshoot difficult technical problems while prioritizing excellent customer service.
• Report design and reliability problems or code issues to software engineering.
• Occasionally design and deliver technical training or brown-bag sessions.

What you bring

• Minimum 10 years in a similar technical support role.
• Bachelor’s degree in Engineering or Computer Science, or equivalent experience.
• Strong written and verbal communication skills.
• Interpersonal and customer service communication skills to handle high-stress and/or ambiguous situations, and to coordinate with other GEO peers.
• A strong aptitude for learning new technologies and applying them in a customer-facing environment.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Understanding of AI tools, systems, and practices.
• Willingness to work a weekend night shift for Fri, Sat, Mon to manage high critical or Priority customer calls and cases managed through queues.

Technologies you may work with

• NetApp ONTAP, WAFL, NAS, SAN
• iSCSI/FC, NFS, CIFS/SMB
• Object storage (S3), S3 concepts, TCP/IP, VLANs, routing
• Virtualization and platform integration: VMware, Container Storage, Hyper-V, XenServer
• Cloud and hybrid storage concepts: S3, Blob, EBS
• UNIX/Linux, Microsoft Windows
• Enterprise application context: Oracle, SAP, Microsoft Exchange, Microsoft SQL Server
• Snapshot/ShadowCopy technology
• AI-driven tools

Preferred technical background (additional exposure)

• Data Protection and Backup Expertise: enterprise backup tools, replication technologies, backup strategies, and recovery concepts.
• Storage Systems knowledge across ONTAP architecture, core, hardware, and SAN/NAS areas, plus object storage (S3).
• Networking fundamentals including TCP/IP, VLANs, routing.
• Operational troubleshooting skills such as root cause analysis across storage, network, and backup layers, plus performance analysis.
• UNIX/Linux configuration, administration, and technical support.
• Microsoft Windows environment configuration, system administration, and technical support.
• Interoperability of storage systems with enterprise applications such as Oracle, SAP, Microsoft Exchange, and Microsoft SQL Server.
• Server and desktop virtualization solutions including VMware, Hyper-V, and XenServer.
• Backup solutions involving enterprise applications and Snapshot/ShadowCopy technology.

Compensation and location

• Location: Morrisville, NC (hybrid)
• Salary range: USD 125,000 - 135,000 per year
• Job category: Customer Support
• Job ID: 136593-en_US

Benefits

• Health Insurance
• Life Insurance
• Retirement or Pension Plans
• Paid Time Off (PTO)
• Various Leave options
• Performance-Based Incentives
• Employee stock purchase plan
• Restricted stocks (RSU’s)

How NetApp works

At NetApp, most roles include some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

AI disclosure and application

For select roles, some stages of the hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. Applications are reviewed only when submitted through NetApp’s company website.