Job Description

Job Description

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

Job Summary

Support Account Manager – StorageGRID and SolidFire/HCI: Provides enterprise-level support and service activities for company products and services for a designated client or group of clients. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.
 

This Support Account Manager provides a dual role for a top global customer within NetApp. In addition to the account management skillset below, we are seeking a Technical resource primarily in the areas of StorageGRID and SolidFire/HCI.

 
* This is a Technical role in our Support organization, not a Sales opportunity. *
* This individual can be located at our Research Triangle Park (RTP) NC, Boulder CO, or Wichita KS office. *

Job Requirements

- Detailed technical knowledge of NetApp StorageGRID and SolidFire/HCI platforms is REQUIRED - Please show this background on resume.
- Must have problem solving skills to drive case and escalation management from beginning to resolution
- Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
- In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge.
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Understand ARS risks and SP parameters and able to articulate meaning to customer
- Able to independently drive escalations, involving higher level support management at NetApp, ease of interaction with EPS
- Able to work as buddy for new hires, coach on standard job tasks
- Able to participate and contribute in cross-functional teams and subject matter expert teams
- Able to participate/contribute to initiatives and training to develop an areas of specialization
- Have an understanding of storage market developments and storage service gaps
- Ability to integrate diverse perspectives in critical situations to aid issue resolution

Education

Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or equivalent combination of education/certifications/training and relevant years of experience