Technical Support Engineer - Hebrew Speaker, Cork, Net App, Inc.

Ireland, Cork
Published 2022-11-25
Expires 2022-12-25
ID #1277248174
Technical Support Engineer - Hebrew Speaker, Cork, Net App, Inc.
Ireland, Cork,
Published November 25, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Technical support engineer - hebrew speaker

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Job Summary

As a Technical Support Engineer you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp SolidFire and HCI product lines. Support incidents can range from various hardware and/or software issues with SolidFire/HCI storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. 

To be successful in this role, you must be a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center.

Job Requirements

Essential Functions:
Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support
Be responsible for monitoring and responding to alerts on customer systems
Raising support cases for alerts received by SolidFire monitoring system or direct requests from customers
Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
Technical troubleshooting of customer environments and the SolidFire products
Collection and analysis of multi-platform logs to identify issues and determine root cause
Case management
Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
Create new knowledge base articles to share information for reuse throughout the Technical Support Center
Share best practices with Technical Support Center staff and learn about new technologies and complimentary storge applications

Good written and verbal communication skills in English + Hebrew
Ability to work well within a team
Good interpersonal communication and customer service skills
Ability to work under pressure
Ability to manage multiple work streams
Strong aptitude for leaning new technologies and understanding how to utilize them in a customer-facing environment
Ability to follow standard engineering principles and practices
Analytical approach to problem solving
Experience in troubleshooting methodologies 
Strong communication and documentation skills, and strong process skills
General knowledge of 
 Operating systems including Linux/Windows
Troubleshooting block storage access protocols (FC, iSCSI) 
Server/storage hardware troubleshooting
Basic experience with virtualized infrastructure and hypervisors (VMware, Hyper-V & etc)
Basic Networking concepts


A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 3-5 years of experience in a relevant technical support role.

Certifications in the following would also be a plus: VCP, BCP, MCP, etc.

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    Registered on October 7, 2017


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    Technology ("science of craft", from Greek τέχνη, techne, "art, skill, cunning of hand"; and -λογία, -logia) is the collection of techniques, skills, methods, and processes used in the production of goods or services or in the accomplishment of objectives, such as scientific investigation. Technology can be the knowledge of techniques, processes, and the like, or it can be embedded in machines to allow for operation without detailed knowledge of their workings. The simplest form of technology is the development and use of basic tools. The prehistoric discovery of how to control fire and the later Neolithic Revolution increased the available sources of food, and the invention of the wheel helped humans to travel in and control their environment. Developments in historic times, including the printing press, the telephone, and the Internet, have lessened physical barriers to communication and allowed humans to interact freely on a global scale. The steady progress of military technology has brought weapons of ever-increasing destructive power, from clubs to nuclear weapons.

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