Sustaining Engineer
NetApp (Silicon Valley/Peninsula, California)

Description: Job Summary:
As a Sustaining Engineer you provide technical support for released products through product end of life. Specific areas of focus will be in diagnosing, reproducing, and fixing software and hardware issues. You will troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. To be successful in this role, you must be a motivated self-starter and self-learner; possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Essential Functions:
- Resolve Warranty, Enterprise Account (NetApp's highest priority customers) and SupportEdge Premium account (customers with a higher level of support agreement) customer issues via the telephone and/or off-line analysis.
- Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
- Handle cases that less senior Sustaining Engineers have escalated to you. Or, work with other senior Engineers (including Escalation Engineers) who have a specific area of expertise that can best address customer needs.
- Create new knowledgebase articles to capture new learnings for reuse throughout the center.
- Focus further on an area of technical specialization and attend classes, complete lab projects, read and work with other Sustaining Engineers on cases which will help cultivate that expertise.
- Lead technical meetings/talks with other Sustaining Engineers and/or other functional peers to share knowledge about your area of specialty.
- Provide direction and support to other Sustaining Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer.

Education and Experience:- A minimum of 8 years of experience is required. 9 to 11 years of experience is preferred. - A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required. - Demonstrated ability to have completed multiple, complex technical projects- Knowledge of commercial databases such as Oracle, SAP, and Microsoft SQL Server, is desired. Qualifications: Requirements:
- Excellent written and verbal communication skills.
- Demonstrated excellent interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations.
- Proficiency in data manipulation and presentation tools such as Excel and PowerPoint.
- Possess software core dump analysis skills (if working on software escalations), and have experience in using debug tools such as GDB.

Basic understanding of some of the following protocols and applications:
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- TCP/IP
- Networking
- RAID
- MicroSoft Exchange and/or Veritas software.
- Expertise in two or more technical areas including:
- Backup and Recovery
- Exchange DR
- Veritas
- Lotus Notes
- Linux
- Aix
- Networking
- Hardware products
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to follow standard engineering principles and practices.
- Creative approach to problem solving.

Responsibility and Interaction:
- Responsibility:
- The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches.
- This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.
- Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.

- Interaction:
- This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties.
- Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.
- The ideal candidate will be a proactive contributor and subject matter expert.
- To be successful, this individual must demonstrate favorable results through regular leadership and influencing others. Salary/Benefits: > $100,000 To learn more about NetApp employee benefits go to:
http://www.netapp.com/jobs/benefits.html Job Location: Sunnyvale, CA Job Number: RUSANAP2190-605440 Company URL: http://www.netapp.com Company Profile: NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.

Customers around the world choose us for our "go beyond" approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. You can rely on our industry-leading solutions to lower the cost of protecting your data, business, and reputation.

We bring together the industry's best partners and technology to deliver services that help you maximize what you are getting from your infrastructure. Our collaborative approach, working as one team with one goal, means that you get a solution that is just right for you-on time and on budget. To support your global business, we provide highly-responsive support in local languages. From London to Austin, from Bangalore to Tokyo, well work with you to solve your problems and help you reach your goals.

Discover our passion for helping companies around the world go further, faster at www.netapp.com.