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Job Summary

In NetApp’s Support organization, we aspire to be the standard against which other support organizations are measured. We drive towards this vision by continuously improving the support experience by learning from every interaction. With over 350 hybrid cloud experts in the Americas Support organization, we strive to provide our customers with leading edge solutions to help them through every aspect of their digital transformation journey.

This opportunity is located at our Wichita, KS campus, and our current work arrangement is a hybrid model, with a multiple-day in-office requirement. Qualified candidates local to the Wichita area need only apply

The standard work schedule will be either 7am-4pm CT or 6am-3pm CT.

Essential Functions

+ Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: complex electro/mechanical equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems

+ Supervises engineers responding to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software

+ Establishes and maintains lines of communication with multiple organizations

+ Selects, develops, and evaluates personnel to ensure the efficient operation of the function

Job Requirements

+ Customer service experience working with customer in high stress or ambiguous situation on complex problems often technical in nature

+ Lead Technical Support Engineers and Escalation Engineers, who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio

+ Experience leading teams of 8-12 individuals in either a Lead, Supervisor, or Direct Manager capacity (Please clarify on resume)

+ Experience in cross-organization collaboration and communication skills

+ Experience developing and mentoring peers and employees

+ A continuous improvement mindset with the desire to learn and grow

+ Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere

+ Skilled at talent management including assessment, deployment, development, reward, and retention

+ Implement strategies focused on driving continual improvement to Support delivery and the overall customer Support experience

+ Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)

+ Oversee regular operational reviews, including performance reporting and continuous improvement progress

Experience/Education

• A minimum of 5+ years of applicable experience, including clearly identifiable relevant supervisory, leadership, and/or direct people management experience is required

• A Bachelor's degree or equivavent experience required

• Hands-on and leadership experience in the field of technical support is strongly preferred

Compensation:

The target salary range for this position is $115,000 - $149,000. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

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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 federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other 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 per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family.

We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.