Title : Member of Technical Staff – EPS

Job Summary	Job Summary: As a Software Engineer in the Engineering Product Support team of NetApp Customer Success Services, you will be responsible for engineering escalations and advanced product engineering support problems associated with NetApp storage systems and other related third-party products. See https://careers.netapp.com This is a development job, but with a twist! Do you enjoy using your strong development skills to fine tune and perfect products? Don't miss out on the opportunity to become an EPS Engineer working to identify trends and innovative methods that will improve products and customer experience. You are the last line of defense in solving complex technical problems! These challenging issues may range from various hardware and/or software issues with NetApp products to multi-system, multi-vendor, and multi-network interoperability issues. You will work individually and as part of a team committed to diagnosing, reproducing, and debugging of operating systems, and providing fixes to customer reported software and hardware issues. Specific areas of focus will be in diagnosing, reproducing, and fixing customer-found defects in SAN areas by designing, developing and/or coding software. To be successful in this role, you must be a motivated self-starter and self-learner; have strong problem solving, troubleshooting and analytical abilities along with strong customer orientation; and be someone who embraces challenges. You must be able to manage the entire technical problem resolution by identifying product issues, working with Support Engineers, Escalation Engineers and Software Engineering. This position may entail some holiday and/or weekend coverage 2-3 times per year. Essential Functions: • Focus on SAN (Fibre Channel/FCP, iSCSI, FC trace analysis) and MetroCluster/V-Series solutions as an area of technical specialization, complete lab projects, and coach other Sustaining Engineers on technical issues to help cultivate their expertise. • Apply Development-level expertise including kernel and code debugging, core analysis and coding of bug fixes to customer-found issues in order to expedite customer resolution. • Provide Subject-Matter Expert technical consultations for NetApp Global Support and Engineering. • Review and propose changes to software design and development projects (architectural specs/functional specs/design specs) that would enhance SAN product diagnosability and supportability, and benefit the rest of the organization and Company. • Be a "take charge" professional, with demonstrated technical problem solving skills; a technical team leader and a subject-matter expert in multiple areas; and have a strong customer service orientation and experience. • Lead technical meetings/talks with, and develop and deliver training to other Sustaining Engineers and/or other functional peers to share knowledge from your area of specialty. • Identify trends and innovative methods that will improve SAN products and/or customer experience, and work with Engineering counterparts (Product Managers) to execute on these improvements. • Possess excellent communication skills, both written and spoken, and communicate effectively with other Support and Engineering teams, including senior management, to facilitate rapid, high-quality resolution of customer issues. • Demonstrate willingness to work on additional tasks and responsibilities that will contribute towards the team development, department and Company goals.
Job Requirements	Skill Requirements: In-depth knowledge in three or more of the following areas is essential: • Strong systems programming in C/C++, kernel and multi-threaded environments. • In-depth knowledge of SAN fabric diagnosis and troubleshooting, as well as interoperability issues. • Ability to design, read, debug, reproduce/test the software/kernel code and fix product defects. • Strong experience on either Brocade or Cisco SAN switches and directors • Experience troubleshooting and debugging SAN and Fibre Channel environments and applications • Advanced knowledge of Fibre Channel and SCSI protocols, and functional experience analyzing Fibre Channel traces. • Excellent written and verbal customer communication skills, and experience communicating with customers. • Proven experience mentoring Engineers and teammates/colleagues. In-depth knowledge in more than one of the following areas is highly desired: • NetApp Data ONTAP architecture, and WAFL file system • RAID and File Systems knowledge, such as NTFS, WAFL, ZFS, and/or JFS • Multi-pathing (MPIO) solutions on multiple Unix/Linux-based platforms
Education and Experience	Required Education & Experience: • A minimum of 8 years of industry experience in protocol software development and/or engineering product support role is required. 10 to 12 years of experience is preferred. • A Bachelor of Science in Engineering or Computer Science, or equivalent relevant experience is required. • Demonstrated ability to have completed multiple, complex technical and/or software development projects related to performance.
Posting Category	Customer Support EngineeringSoftware Engineering
Full time / Part time	Full-time
Posting Location	USA - North Carolina - Research Triangle Park
Requisition Number	23205BR