Job Description

As a Cloud Support Lead Engineer you will be a focal point for our group products support efforts. You will serve as a technical lead between the customer and NetApp various teams to drive customer issues to closure and retain their satisfaction. You will lead and orchestrate customer base-wide support related actions and processes. For this position, we are seeking someone with a deep technical background and that is passionate about support and solving problems.

Essential Functions

• Provide support (as expert tier) to our customers worldwide
• Research, diagnose, troubleshoot product related issues and identify solutions to resolve them
• Lead and maintain our support processes and knowledge base
• Devise and lead proactive maintenance programs

Requirements & Responsibilities

• 3 years of experience working as Tier 3 Support engineer or equivalent customer facing position.
• Proven analytical, technical and problem-solving skills.
• Excellent communication skills, fluent in English (Verbal and written).
• Strong service orientation and interpersonal skills.
• Self-learner, proven ability to learn quickly and understand new technologies and their implementations and zoom on the problem.
• Ability to self-manage and take initiative.
• Experience working with cross-functional teams.