Full-Time Technical Support Engineer

• Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions.
• Read and analyze system and application logs to determine issue origin.
• Ask targeted questions to diagnose problems and provide solutions.
• Research documentation and collaborate with team members for troubleshooting.
• Provide timely updates to customers and set expectations.
• Prioritize and manage open issues, escalating complex issues.
• Create/improve Support Knowledge Base for quicker problem solving.
• Ensure issues are documented thoroughly in CRM system.
• Understand conditions for field issue escalation.
• Collaborate with downstream teams to resolve issues.

• Highly proficient written and verbal communication skills
• Ability to work under pressure
• Bilingual skills on “Korean and Japanese”
• Desire to constantly learn and work on emerging technologies
• Team oriented and able to work independently
• Ability to provide step by step troubleshooting instructions
• Proficient problem solving, troubleshooting, and diagnosis skills
• Basic technical understanding in Computer hardware/software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud, Virtualization, Performance, Windows, Unix or Linux.

• Typically requires no previous professional experience.
• Bachelors or Masters Degree

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