Mgr, Technical Support
- NetApp
- 6 - 10 years
- Bengaluru
- 18 days ago
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Job Description
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 customers 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 shortand 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,
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: NetAppLocation(s): Bengaluru
Keyskills: technical support product support interpersonal communication technical program management writing operational excellence storage domainsoftware communication skills
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