Mgr, Technical Support

NetApp


Date: 3 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
Job Summary

The Technical Support Manager directly manages a team of Technical Support and Escalation Engineers whose primary focus is troubleshooting, repairing, debugging and diagnosing incidents with NetApp products. This can include hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. The Technical Support Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business. They will establish and maintain relationships with internal stakeholders, including Senior Management, Critical Case Team, Support Account Managers and Sales in order to drive operational excellence within support.

This position is specifically focused on management of engineers responsible for the Hardware team.

Job Requirements

Responsibilities

A major part of your responsibility will be to provide oversight to a group or groups of Technical Support Engineers and Escalation Engineers responsible for:

  • Resolving customer problems that come in via the telephone, the web, chat or AutoSupport
  • Researching customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
  • Creating new knowledgebase articles to capture new learnings for reuse throughout the center.
  • Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
  • Responding to situations where NetApp product support has been unable to solve customer’s technical issues.
  • Providing a high level of proactive and reactive services by building relationships with the customer to best serve their needs

Job Requirements

  • Excellent written and verbal communication skills.
  • Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations.
  • A clear understanding of the product development cycle, technical requirements and project management.
  • Experience and strong understanding of Storage Hardware, Software, Cloud and Virtualization technology
  • A strong understanding of concepts related to computer architecture through implementation.
  • A demonstrated ability to function successfully as a leader.
  • Responsibility & Interaction
  • This position is responsible for managing many tasks within a large group or department.
  • Align local targets to business goals
  • The potential impact of decisions made by this individual will be mostly operational with some financial.
  • This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.

Education

  • A minimum of 1 to 5 years of experience as a people leader is required.
  • Demonstrated ability to manage multiple projects is required.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.

If you want to help us build knowledge and solve big problems, let's talk.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Payroll Analyst (APAC)

Zendesk, Bengaluru, Karnataka
1 day ago
Job DescriptionThe Payroll Analyst – APAC is responsible for end-to-end payroll processing and compliance across multiple countries in the Asia-Pacific region, specifically the Philippines, Singapore, Japan, and India. This role ensures accurate and timely payroll execution, statutory compliance, and payroll-related reporting, while supporting global payroll initiatives and continuous process improvements. The ideal candidate will have hands-on experience with payroll systems...

Software Engineer - C++

Ivanti, Bengaluru, Karnataka
1 day ago
Why We Need You!Join Ivanti as a C++ Software Engineer and play a pivotal role in shaping the future of patch management across Windows, Mac, and Linux platforms. You'll design and implement scalable solutions, collaborate with cross-functional teams, and enhance customer experiences through innovative tools. Our supportive and collaborative environment encourages ownership and continuous learning, ensuring your ideas and contributions...

Product Manager

PhonePe, Bengaluru, Karnataka
4 days ago
About PhonePe Group: PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses...