Technical Support Engineer - Spanish or French Speaker

Job Summary

As a Storage Support Engineer, you provide support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a "take charge" professional with demonstrated technical problem-solving skills; and a subject matter expert; and have a strong customer service orientation and experience.

Job Responsibilities

• Respond to situations where NetApp product support has been unable to solve customer's technical issues.
• Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers.
• Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
• Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center
• Focus on E-series and StorageGRID specialization and build deep technical expertise in these areas.

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• Hardware principles
• Fluency in French and English
• Object based storage
• Distributed data base (Cassandra)
• S3 protocol
• RAID
• iSCSI
• Fiber channel
• Linux administration
• Troubleshooting experience with network trace analysis -> Network troubleshooting experience with wireshark
• Virtualization
• Docker-containers
• Infiniband, NVMe-of
• Data protection
• Scripting
• HTTP / RestAPI
• Understanding of T10 Protection Information (PI) concepts
• TCP practical troubleshooting experience with network trace analysis
• Working experience with NetApp Data ONTAP 9.0 and above (a plus)