📍 Job Overview

Job Title: Escalation Engineer
Company: NetApp, Inc.
Location: Wichita, Kansas, United States & North Carolina, United States
Job Type: On-site & Hybrid
Category: Technical Support & Cloud Infrastructure
Date Posted: July 22, 2025
Experience Level: 8+ years
Remote Status: Remote OK

🚀 Role Summary

Lead complex problem resolution and escalation management for NetApp's Cloud products.
Collaborate with engineering, customer support, and field support staff to diagnose and troubleshoot hardware, software, and cloud services issues.
Provide advanced technical support and mentoring to customers, support personnel, and field support staff.
Improve escalation processes and provide technical training to the team.

📝 Enhancement Note: This role requires a high level of technical expertise and experience in NetApp products and cloud services, with a focus on AWS-native integrations and data protection.

💻 Primary Responsibilities

Escalation Management: Lead complex issue resolution, troubleshooting, and debugging of NetApp products, including software, hardware, and cloud services.
Collaboration: Work closely with engineering, customer support, and field support staff to address multi-vendor interoperability issues and provide advanced technical support.
Process Improvement: Identify, propose, and enforce escalation process improvements to enhance support efficiency.
Training: Conduct brownbag sessions and provide training on topics within your area of technical expertise.
Consultation: Serve as a vocal technical consultant and expert for Technical Support Engineers and Technical Support Managers.

📝 Enhancement Note: This role involves extensive troubleshooting, problem-solving, and collaboration with various teams to ensure customer satisfaction and product reliability.

🎓 Skills & Qualifications

Education:

Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.

Experience:

A minimum of 8 years of experience is required, with a strong focus on NetApp hardware, software, and cloud solutions.

Required Skills:

Proven expertise in NetApp hardware, software, and cloud solutions.
Deep understanding of AWS-native integrations, such as CloudWatch, IAM roles, and VPC configurations that impact FSx ONTAP behavior.
Strong knowledge of remote authentication methodologies (LDAP, SAML, etc.).
Proficiency in data protection and backups.
Solid understanding of storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS) and RESTAPI methodology.
Familiarity with multi-pathing software, volume managers, file systems, and backup software is desired.

Preferred Skills:

Experience with multi-vendor interoperability issues.
Demonstrated participation in multiple, complex technical projects.
Strong communication and presentation skills.

📝 Enhancement Note: Candidates should have a strong technical background in NetApp products and cloud services, with a proven track record of successful problem-solving and escalation management.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it focuses on technical support and escalation management rather than web development or design projects.
Technical Documentation: Prepare detailed case studies and documentation showcasing your problem-solving skills, troubleshooting processes, and escalation management strategies.

💵 Compensation & Benefits

Salary Range:

The target salary range for this position is $119,000 - $155,000. The final compensation package will be determined by the candidate's location, qualifications, experience, and education, and may be outside of this range.

Benefits:

Health Insurance
Life Insurance
Retirement or Pension Plans
Paid Time Off (PTO)
Various Leave Options
Performance-Based Incentives
Employee Stock Purchase Plan
Restricted Stocks (RSUs)

Working Hours:

Full-time position with a standard workweek of 40 hours, with flexibility for deployment windows, maintenance, and project deadlines.

🎯 Team & Company Context

🏢 Company Culture

Industry: NetApp is a leading provider of cloud data services, focusing on data management, data storage, and data protection. This role is critical for maintaining NetApp's reputation for reliable and innovative cloud solutions.

Company Size: NetApp is a large, global organization with a diverse range of products and services. This size provides ample opportunities for career growth and collaboration with various teams.

Founded: NetApp was founded in 1992 and has since grown to become a publicly-traded company listed on the NASDAQ stock exchange.

Team Structure:

The Escalation Engineer will work closely with the Technical Support, Engineering, and Critical Account Program teams.
This role reports directly to the Manager, Escalation Engineering.

Development Methodology:

NetApp follows Agile methodologies for software development and support processes.
The Escalation Engineer will collaborate with engineering teams to address complex issues and contribute to product improvement.

Company Website: https://www.netapp.com/

📝 Enhancement Note: NetApp's culture emphasizes innovation, collaboration, and customer success. The Escalation Engineer plays a crucial role in maintaining NetApp's reputation for reliable and innovative cloud solutions.

📈 Career & Growth Analysis

Web Technology Career Level:

This role is an advanced technical position, focusing on complex problem resolution and escalation management for NetApp's cloud products.

Reporting Structure:

The Escalation Engineer reports directly to the Manager, Escalation Engineering, and works closely with various teams, including Technical Support, Engineering, and the Critical Account Program.

Technical Impact:

This role has a significant impact on NetApp's cloud products, customer satisfaction, and overall product reliability. The Escalation Engineer's work directly influences the company's reputation and market position.

Growth Opportunities:

Technical Specialization: Deepen your expertise in specific NetApp products, cloud services, or emerging technologies.
Leadership Roles: Develop your leadership skills and take on mentoring or management responsibilities within the team.
Cross-Functional Collaboration: Expand your knowledge and influence by working with other teams, such as Engineering, Product Management, or Marketing.

📝 Enhancement Note: The Escalation Engineer role offers numerous opportunities for career growth, including technical specialization, leadership development, and cross-functional collaboration.

🌐 Work Environment

Office Type:

NetApp's offices provide a collaborative and innovative work environment, with a focus on open communication and teamwork.

Office Location(s):

Wichita, Kansas, United States
North Carolina, United States

Workspace Context:

Collaborative Environment: NetApp's offices foster a collaborative atmosphere, with dedicated spaces for team meetings, brainstorming sessions, and informal discussions.
Technical Infrastructure: The workspace is equipped with the necessary tools and resources to support effective troubleshooting, problem-solving, and collaboration.
Cross-Functional Interaction: The Escalation Engineer will work closely with various teams, providing ample opportunities for cross-functional interaction and learning.

Work Schedule:

Full-time position with a standard workweek of 40 hours, with flexibility for deployment windows, maintenance, and project deadlines.
On-call rotations may be required to provide 24/7 support for critical issues.

📝 Enhancement Note: NetApp's work environment encourages collaboration, innovation, and continuous learning, providing an ideal setting for the Escalation Engineer to thrive and grow.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, qualifications, and interest in the role.
Technical Deep Dive: A comprehensive technical interview focused on your problem-solving skills, troubleshooting processes, and escalation management strategies.
Behavioral Interview: An in-depth discussion of your past experiences, focusing on your ability to work effectively in a collaborative, customer-focused environment.
Final Interview: A meeting with the hiring manager and other key stakeholders to assess your cultural fit and alignment with NetApp's values.

Portfolio Review Tips:

Not applicable for this role, as it focuses on technical support and escalation management rather than web development or design projects.

Technical Challenge Preparation:

Brush up on your knowledge of NetApp products, cloud services, and AWS-native integrations.
Prepare detailed case studies and documentation showcasing your problem-solving skills, troubleshooting processes, and escalation management strategies.
Practice explaining complex technical concepts in a clear and concise manner.

ATS Keywords:

NetApp
Cloud Services
AWS
Escalation Management
Technical Support
Problem Solving
Troubleshooting
Data Protection
Storage Protocols
RESTAPI
Multi-Pathing Software
Volume Managers
File Systems
Backup Software

📝 Enhancement Note: The interview process for this role is designed to assess your technical expertise, problem-solving skills, and cultural fit within NetApp's collaborative and customer-focused environment.

🛠 Technology Stack & Web Infrastructure

Cloud Services:

AWS (Amazon Web Services)
- CloudWatch
- IAM (Identity and Access Management) roles
- VPC (Virtual Private Cloud) configurations

NetApp Products:

NetApp hardware, software, and cloud solutions
FSx ONTAP

Storage Protocols:

iSCSI
FC (Fibre Channel)
FCoE (Fibre Channel over Ethernet)
NFS (Network File System)
SMB/CIFS (Server Message Block/Common Internet File System)

Authentication Methodologies:

LDAP (Lightweight Directory Access Protocol)
SAML (Security Assertion Markup Language)

Backup and Data Protection:

Various backup software and solutions

📝 Enhancement Note: The technology stack for this role is focused on NetApp products, cloud services, and storage infrastructure. A strong understanding of these technologies is essential for success in this role.

👥 Team Culture & Values

NetApp Values:

Customer Obsessed: Focus on understanding and meeting customer needs.
Innovation: Embrace change and drive progress through continuous learning and improvement.
Execution: Deliver results with a sense of urgency and accountability.
Integrity: Act with honesty and transparency in all interactions.
Inclusion: Foster an inclusive environment that values diversity and promotes collaboration.

Collaboration Style:

Cross-Functional Collaboration: Work closely with various teams, including Technical Support, Engineering, and the Critical Account Program, to address complex issues and improve customer satisfaction.
Knowledge Sharing: Encourage open communication and the sharing of technical expertise to enhance the team's collective knowledge and skills.
Continuous Learning: Foster a culture of continuous learning and improvement, with a focus on staying up-to-date with the latest technologies and best practices.

📝 Enhancement Note: NetApp's culture emphasizes customer obsession, innovation, execution, integrity, and inclusion. The Escalation Engineer plays a crucial role in maintaining these values and driving the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Problem Resolution: Develop and refine your problem-solving skills to tackle complex, multi-faceted issues efficiently.
Escalation Management: Improve your ability to manage escalations, collaborate with various teams, and drive resolution for critical customer issues.
Emerging Technologies: Stay current with the latest cloud services, storage technologies, and best practices to ensure NetApp's products remain competitive and innovative.

Learning & Development Opportunities:

Technical Training: Participate in NetApp's technical training programs to enhance your skills and knowledge in NetApp products, cloud services, and emerging technologies.
Conferences & Events: Attend industry conferences and events to network with peers, learn about emerging trends, and gain insights into best practices.
Mentorship & Leadership Development: Seek mentorship opportunities to develop your leadership skills and take on more significant responsibilities within the team.

📝 Enhancement Note: The Escalation Engineer role presents numerous technical challenges and growth opportunities, with a strong focus on continuous learning, problem-solving, and collaboration.

💡 Interview Preparation

Technical Questions:

Problem-Solving Scenarios: Prepare for in-depth discussions of complex problem-solving scenarios, focusing on your ability to diagnose, troubleshoot, and resolve issues effectively.
Escalation Management: Expect questions about your experience with escalation management, process improvement, and collaboration with various teams.
Technical Deep Dive: Brush up on your knowledge of NetApp products, cloud services, and AWS-native integrations, as you may be asked to discuss specific features, functionalities, or use cases.

Company & Culture Questions:

NetApp's Values: Familiarize yourself with NetApp's core values and be prepared to discuss how you embody these principles in your work.
Customer Focus: Demonstrate your commitment to understanding and meeting customer needs, as well as your ability to work effectively in a customer-focused environment.
Collaboration: Highlight your experience working with diverse teams, managing complex projects, and driving results through collaboration.

Portfolio Presentation Strategy:

Not applicable for this role, as it focuses on technical support and escalation management rather than web development or design projects.

📝 Enhancement Note: The interview process for this role is designed to assess your technical expertise, problem-solving skills, and cultural fit within NetApp's collaborative and customer-focused environment. Thorough preparation and a deep understanding of NetApp products, cloud services, and AWS-native integrations are essential for success.

📌 Application Steps

To apply for this Escalation Engineer position at NetApp:

Submit your application through the application link provided.
Resume Optimization: Tailor your resume to highlight your technical skills, experience with NetApp products, cloud services, and AWS-native integrations, as well as your problem-solving skills and escalation management strategies.
Portfolio Preparation: Although not required for this role, prepare a portfolio of case studies and documentation showcasing your technical expertise, problem-solving skills, and escalation management strategies.
Interview Preparation: Brush up on your knowledge of NetApp products, cloud services, and AWS-native integrations. Practice explaining complex technical concepts in a clear and concise manner. Familiarize yourself with NetApp's core values and be prepared to discuss how you embody these principles in your work.
Company Research: Thoroughly research NetApp's products, services, and company culture to ensure a strong understanding of the organization and its commitment to customer success, innovation, and collaboration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with NetApp's hiring organization before making application decisions.

Escalation Engineer