San Jose, California - 2022-10-03 NetApp Performance Escalation Engineer

We are searching for a NetApp Performance Escalation Engineer to join our dedicated and talented team. At TSP, we share a passion for providing an entirely positive, above and beyond service experience for every customer in the TSP family.

The best and the brightest work with us, and we strive for every employee to have a sense of belonging. As a minority-owned business, we believe our diverse backgrounds and viewpoints make us stronger. Our people work in and support the technology environments of some of the world’s largest and most well-known brands.

Scope of Work

This position is for a Performance Escalation Engineer responsible for engineering level support to customers, customer support personnel, technical management, and field support staff that is focused on diagnosing, troubleshooting/debugging, and resolving NetApp customer storage solutions. You will work with Engineering Support, Development, and Product Managers to drive quality and success of these products from a global support perspective.

You will respond to situations where Technical Support Engineer (TSE) has been unable to isolate or resolve customer performance problems and ensure the delivery of optimal results and customer satisfaction. You have demonstrated technical problem-solving skills, are a technical team leader, subject matter expert, and have strong customer service orientation and experience.

NetApp Performance Escalation Engineers at TSP typically have the following job responsibilities:

  • Respond to situations where NetApp product support TSE has been unable to solve customer’s technical issues
  • Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
  • Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise
  • Work with customer and other NetApp technical teams to define and frame technical problems, determine solutions to problems reported, and assist customers in implementing the resolution
  • Provide technical feedback to engineering concerning product changes and enhancements; or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues
  • Develop automation to drive operational efficiencies, utilizing tools like Ansible, PowerShell and/or Python
  • May be called on-site to assist in complex technical solutions requiring changes to core functionality, and systems operation
  • Create tests, tools, and diagnostic procedures for use by product support personnel
  • May quality check technical product documentation
  • Represent NetApp in support meetings with customers
  • Proactive disposition towards case prevention
  • Partner with TSM to identify gaps in knowledge and create solution plans
  • Share performance knowledge with team members via training sessions
  • Create documentation and post-mortem analyses of escalations

The ideal person to fill this role will have experience such as: 

  • Intimate knowledge of NetApp Solution Support Process and NetApp products and strategy
  • Ability to challenge processes and drive change
  • Network Appliance hardware and software experience
  • Excellent written and verbal communication skills are particularly essential for an Escalation Engineer role
  • Demonstrated excellent customer service working with customers in high stress situations on complex problems
  • Proven performance troubleshooting skills and successful corrective action implementation
  • Incorporate KCS workflow into normal day-to-day problem analysis and resolution
  • In-depth knowledge of:
    • NetApp AFF/FAS ONTAP Core Platform and WAFL functionality
    • NetApp Cluster implementation
    • NetApp Cloud Products and implementations
    • Performance monitoring and troubleshooting tools such as AQIUM, Graphana, PerfArchives (PA) Identifying Utilization, Latency, Through-put, Bottlenecks, and other Delay Centers using PA
    • ASUP, EMS and other data collection and analysis tools
    • Network setup and troubleshooting tools
    • NAS and/or SAN storage and surrounding infrastructure
    • Network Attached Storage protocols (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
    • Scripting tools such as Ansible, PowerShell and/or Python
  • Strong understanding of:
    • KCS Knowledge Program
    • Data Protection, Backups, SnapMirror, Virtualization, StorageGRID, FabricPool
    • RAID and storage systems
    • Troubleshooting block storage protocols
    • SAN storage and surrounding infrastructure (Brocade, Cisco, virtualization)
    • NFS, the UNIX remote file sharing protocol
    • CIFS, the Windows NT remote file sharing protocol
    • Data ONTAP operating system and NetApp clustering
    • Scripting, to drive operational efficiencies
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment

Additional information about this NetApp Performance Escalation Engineer role:

  • Periodic weekend on-call responsibilities (rotation with team)
  • View our benefits information:
  • Candidates must be authorized to work in the United States
  • Selected candidate must be fully vaccinated against COVID-19 prior to start or receive an approved exemption

We Are TSP

TSP is an award-winning and customer-endorsed staffing and IT solutions company. Throughout the United States and Canada, we create custom, flexible and flawlessly executed IT solutions that amplify our customers’ team and simplify their service.

From workforce recruiting and staffing to network, server and storage maintenance, we create an entirely positive, above and beyond service experience. We don’t manufacture devices or sell software. Our product is our people — dedicated and talented individuals focused on our customers’ long-term success above TSP’s short-term gain.

We are an equal opportunity employer and welcome applications from all qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.