Job Requirements:

• Willing to work in 24x7 rotational shifts
• Excellent written and verbal communication skills
• Good interpersonal communication and customer service skills are needed to work successfully with customers in
• high stress and/or challenging situations
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing
• environment
• Mastery of escalation management through full management spectrum at customer and internal by collaborating &
• interacting with Critical Case Team and Critical Account Program level teams, Engineering Product Support and
• Engineering
• Ability to follow standard processes and best practices
• Must have knowledge on Storage hardware and (Knowledge on NetApp E-Series, FAS and EMC storage is an
• added advantage)
• Basic knowledge on protocols (FC, iSCSI, FCOE, TCP/IP) is an advantage
• Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively
• handle time-management
• Technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge.
• Sufficient technical skills to obtain NCDA certification.
• Able to independently drive escalations, involving higher management at NetApp and customer, ensure effective
• stakeholders interactions
• Able to participate/contribute to initiatives and trainings to develop an area of specialization
• Able to initiate customer centric processes & innovation plans

Education:

A minimum of 3 years of relevant experience is required. 5+ years of experience is preferred.

- A Bachelor of Science Degree in Electrical Engineering or Computer Science, or related field; or equivalent

experience is required

- Demonstrated ability to have completed multiple, moderately complex technical tasks