We are looking for a
Escalation Engineer (m/f)
to be located in Munich.

As an Escalation Engineer you provide engineering support to customers, customer support personnel, and field support staff who are focused on diagnosing, troubleshooting, repairing and debugging NetApp products. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a "take charge" professional, with demonstrated technical problem solving skills; a technical team leader and a subject matter expert; and have a strong customer service orientation and experience.

Essential Functions:

• Respond to situations where NetApp product support has been unable to solve customer's technical issues.
• Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs.
• Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
• Work with customer and other NetApp technical teams to to define technical problems, determine solutions and assist customers in implementing the fix.
• Provide technical feedback to engineering concerning product changes and enhancements; or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues
• May be called on-site to assist in complex technical solutions requiring changes to core functionality, and systems operation.
• May be involved in customer installation and training.
• Create tests, tools, and diagnostic procedures for use by product support personnel.
• May quality check technical product documentation.
• Represent NetApp in support meetings with the customers.
• Create documentation and post-mortem analyses of escalations.

Requirements:

• Demonstrated excellent written and verbal communication skills in German and English.
• Demonstrated excellent customer service experience working with customers in high stress situations on complex problems.
• NetApp hardware and software experience.
• In-depth knowledge of:
• UNIX configuration, administration and technical support.
• Windows NT/2000/2003 configuration, system administration and technical support.
• Fibre Channel HBA configuration and installation.
• NAS and/or SAN storage and surrounding infrastructure.
• Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
• Network architectures including the roles of routers, and switches
• Microsoft Exchange
• Strong understanding of:
• RAID and storage systems
• NFS, the UNIX remote file sharing protocol
• CIFS, the Windows NT remote file sharing protocol
• Data Ontap operating system and NetApp clustering.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• At least three years of experience with NetApp systems.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.

Responsibility and Interaction:
Responsibility:

• The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches.
• This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.
• Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.

Interaction:

• This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties.
• Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.
• The ideal candidate will be a proactive contributor and subject matter expert.
• To be successful, this individual must demonstrate favorable results through regular leadership and influencing others.

Education & Experience:

• A minimum of 8 years of experience is required. 9 to 11 years of experience is preferred.
• A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.
• Familiarity with multipathing software, volume managers, file systems (such as VERITAS File System), and backup software is desired.
• Backup and database applications and/or NetApp software (SnapDrive, SnapMirror, SnapManager) is desired.
• Demonstrated ability to have completed multiple, complex technical projects.