Field Support Engineer

As our Field Support Engineer (FSE), you will be the eyes and ears of our customer support operation, providing on site support for both networked and fiber channel implementations of Network Appliance storage and software for our post-sales services group.  You may be dispatched at any time to help troubleshoot and solve difficult technical support cases across, but not limited to, your primary area of coverage. 


 


Adept at solving critical technical issues, your enjoyment of both emergency troubleshooting and post-mortem analysis is key to this role. Successful experiences working with customers under a variety of circumstances, and your understanding of the importance of meeting customer expectations, are musts.  Your ability to communicate effectively with the customer on all levels, as well as an affinity for documentation are all part of your abilities. Furthermore, as a rational thinker, you are stress resistant, and experienced at managing conflicts with aplomb. Because this position is a point of escalation for our customers, you can expect to be on call for your region’s accounts; significant travel (70%) with minimal lead time should be expected as you play super hero to our critical accounts.


 


Network Appliance is a company with a strong company culture of honesty and integrity when dealing with customers. To be successful in this role, you need the ability to communicate sometimes difficult truths to a customer in a diplomatic and understanding manner. Highly motivated people with a teamwork attitude are the best fit for both this role and our company.


 


 


Requirements:

Strong experience and troubleshooting skills with IP- and fiber-based infrastructures
Network Attached Storage protocols experience (NFS/CIFS/iSCSI/FCP) and related required protocols (DNS, NIS, and Active Directory)
Solid understanding of RAID and storage systems
Networking - Ethernet, Routers, Switches
Knowledge of NIS, DNS, Routing
Experience providing trace analysis of packets and protocols using tools such as SNIFFER is a plus
Experience administering Windows and UNIX environments
Experience with multipathing software, volume managers, file systems (such as VERITAS File System), and backup software a plus.
Experience with enterprise class applications (Microsoft Exchange, ERP) and/or grid computing environments a plus.
Network Appliance hardware and software experience (i.e, Data OnTap, SnapDrive, SnapMirror, SnapManager) is extremely helpful to have


 


Education / Experience:


 


A BS degree in any Engineering discipline, a BS degree in Computer Science, and/or 10 years of equivalent industry experience is required.





Job Level: +10 Years