📍 Job Overview

Job Title: Technical Support Engineer
Company: NetApp, Inc.
Location: Cork, Cork, Ireland
Job Type: Hybrid (On-site & Remote)
Category: Technical Support & Customer Service
Date Posted: June 24, 2025
Experience Level: Entry to Mid-level (0-2 years)

🚀 Role Summary

Provide technical support to customers and field support staff for NetApp products.
Collaborate with other engineers to troubleshoot and resolve complex issues.
Create and maintain knowledge base articles to share information and best practices.
Gain expertise through hands-on experience, self-study, and various learning environments.
Share knowledge and best practices with Technical Support Center staff.

📝 Enhancement Note: This role requires strong problem-solving skills and a creative approach to support NetApp's diverse storage systems and solutions. Familiarity with UNIX, Linux, Windows, networking, and cloud technologies is beneficial.

💻 Primary Responsibilities

Technical Support: Provide support via telephone, web, or autosupport to diagnose and troubleshoot customer issues.
Case Management: Research customer issues, create action plans, and follow up directly with customers.
Collaboration: Work with other Technical Support Engineers to facilitate solutions and escalate complex cases when necessary.
Knowledge Sharing: Create new knowledge base articles and share information for reuse throughout the Technical Support Center.
Continuous Learning: Gain knowledge and expertise through hands-on experience, self-study, and various learning environments.

🎓 Skills & Qualifications

Education:

A Bachelor of Science Degree in Computer Science, Electrical Engineering, or a related field, or equivalent work experience.

Experience:

1-2 years of experience in UNIX, Linux, Windows networking administration, DevOps, Cloud, Data Warehousing, or technical support is desired.

Required Skills:

Strong communication skills in English and either German or Spanish (must be fluent).
Good interpersonal communication and customer service skills.
Strong aptitude for learning new technologies.
Creative approach to problem-solving.

Preferred Skills:

Experience with NetApp products.
Familiarity with storage systems, networking, and cloud technologies.
Knowledge of data warehousing and complimentary storage applications.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (Based on market research for entry to mid-level technical support roles in Cork, Ireland)

Benefits:

Competitive salary and benefits package.
Opportunities for professional development and career growth.
Collaborative and inclusive work environment.

Working Hours: Full-time (40 hours per week) with flexible scheduling and maintenance window support.

📝 Enhancement Note: The salary range is estimated based on market research for entry to mid-level technical support roles in Cork, Ireland. Benefits information is not explicitly stated in the job listing but can be inferred from industry standards and company culture.

🎯 Team & Company Context

🏢 Company Culture

Industry: NetApp operates in the data storage and management industry, focusing on providing innovative storage and data management solutions.

Company Size: NetApp is a large, global company with over 10,000 employees, providing ample opportunities for career growth and collaboration.

Founded: 1992, with a rich history in data storage and management solutions.

Team Structure:

The Technical Support team consists of various levels of engineers, from entry-level to senior, working collaboratively to resolve customer issues.
The team follows a structured hierarchy, with clear reporting lines and escalation paths for complex cases.

Development Methodology:

NetApp follows a structured problem-solving approach, focusing on understanding customer issues, gathering information, and providing effective solutions.
The company emphasizes continuous learning and improvement, encouraging engineers to stay up-to-date with the latest technologies and best practices.

Company Website: NetApp, Inc.

📝 Enhancement Note: NetApp's company culture emphasizes collaboration, innovation, and customer focus. The company values diversity and inclusion, fostering a supportive work environment for employees to grow and succeed.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for entry to mid-level technical support professionals seeking to gain experience in data storage and management solutions.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager and works closely with other engineers and support teams to resolve customer issues.

Technical Impact: Technical Support Engineers play a crucial role in maintaining customer satisfaction and ensuring the smooth operation of NetApp's products. Their work directly impacts customer experience and NetApp's reputation in the market.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, Technical Support Engineers can advance to senior roles, team lead positions, or specialized technical roles within the company.
Technical Skill Development: NetApp offers various training and development opportunities to help employees expand their skill sets and stay current with emerging technologies.
Leadership Potential: As Technical Support Engineers gain experience and develop their skills, they may have the opportunity to mentor junior engineers, lead projects, or contribute to process improvements.

📝 Enhancement Note: NetApp's career progression paths and growth opportunities are based on individual performance, skills development, and the company's needs. Employees are encouraged to take ownership of their career development and seek out opportunities for growth.

🌐 Work Environment

Office Type: NetApp's Cork office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): NetApp's Cork office is located at City Gate, Mahon, Cork, Ireland.

Workspace Context:

Collaboration: The office features open-plan workspaces, encouraging collaboration and communication among team members.
Tools & Equipment: NetApp provides the necessary tools and equipment for engineers to perform their jobs effectively, including multiple monitors and testing devices.
Flexibility: The hybrid work arrangement allows employees to balance on-site collaboration with remote work, promoting a healthy work-life balance.

Work Schedule: Full-time (40 hours per week) with flexible scheduling and maintenance window support. The role may require on-call rotations and occasional weekend work to provide 24/7 customer support.

📝 Enhancement Note: NetApp's work environment emphasizes collaboration, flexibility, and work-life balance. The company invests in creating a comfortable and productive workspace for its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and understand the candidate's background and motivations.
Technical Assessment: A hands-on technical assessment, focusing on problem-solving, troubleshooting, and customer support skills.
Behavioral Interview: A structured interview to evaluate the candidate's problem-solving approach, communication skills, and cultural fit.
Final Interview: A meeting with the hiring manager or a panel of interviewers to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

Not applicable for this role.

Technical Challenge Preparation:

Familiarize yourself with NetApp's products and storage solutions.
Brush up on your troubleshooting skills and problem-solving approach.
Prepare examples of how you've handled challenging customer issues in the past.

ATS Keywords:

Technical Skills: Troubleshooting, Problem-solving, Customer support, Technical support, UNIX, Linux, Windows, Networking, Cloud, Data warehousing, Storage systems.
Soft Skills: Communication, Interpersonal skills, Customer service, Collaboration, Learning, Creativity.
Industry Terms: NetApp, Data storage, Data management, Technical support, Customer support, Customer service.

📝 Enhancement Note: The interview process focuses on assessing the candidate's technical problem-solving skills, communication abilities, and cultural fit. NetApp values candidates who are motivated, creative, and committed to providing exceptional customer support.

🛠 Technology Stack & Web Infrastructure

Technology Stack:

Operating Systems: UNIX, Linux, Windows.
Networking: TCP/IP, DNS, DHCP, VPN, Firewalls.
Cloud: AWS, Azure, Google Cloud Platform.
Storage: NetApp's data storage and management solutions, including ONTAP, SnapMirror, SnapVault, and Cloud Volumes.

Development & DevOps Tools:

Not applicable for this role.

📝 Enhancement Note: Familiarity with NetApp's storage solutions and relevant operating systems is essential for this role. Experience with cloud platforms and networking technologies is beneficial but not required.

👥 Team Culture & Values

Web Development Values:

Not applicable for this role.

Collaboration Style:

Cross-functional Integration: NetApp's Technical Support team works closely with other teams, such as Engineering, Sales, and Marketing, to ensure customer issues are resolved efficiently and effectively.
Code Review Culture: Not applicable for this role.
Knowledge Sharing: NetApp encourages engineers to share their knowledge and expertise with their colleagues, fostering a collaborative learning environment.

📝 Enhancement Note: NetApp's team culture emphasizes collaboration, customer focus, and continuous learning. The company values employees who are committed to providing exceptional customer support and driving innovation in data storage and management solutions.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Cases: Troubleshooting complex, multi-system, multi-vendor, and multi-network interoperability issues.
Emerging Technologies: Staying up-to-date with the latest storage technologies and trends.
Customer Expectations: Meeting high customer expectations for quick and effective issue resolution.

Learning & Development Opportunities:

Training & Development: NetApp offers various training programs and resources to help employees develop their skills and advance their careers.
Conferences & Events: NetApp encourages employees to attend industry conferences and events to stay current with emerging technologies and best practices.
Mentorship & Leadership: NetApp provides opportunities for employees to mentor junior engineers, lead projects, or contribute to process improvements.

📝 Enhancement Note: NetApp's technical challenges and growth opportunities are driven by the company's commitment to innovation, customer satisfaction, and employee development. Employees are encouraged to embrace challenges and seek out opportunities for learning and growth.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Prepare for troubleshooting scenarios involving NetApp's storage solutions and relevant operating systems.
Problem-solving Approach: Be ready to discuss your problem-solving approach and how you've handled challenging customer issues in the past.
Customer Support Experience: Prepare examples of how you've provided exceptional customer support and resolved complex issues.

Company & Culture Questions:

Customer Focus: Be prepared to discuss how you prioritize customer needs and ensure customer satisfaction.
Collaboration: Prepare examples of how you've worked collaboratively with others to resolve issues or achieve goals.
Adaptability: Be ready to discuss how you adapt to new technologies, tools, or processes in a dynamic work environment.

Portfolio Presentation Strategy:

Not applicable for this role.

📝 Enhancement Note: The interview process focuses on assessing the candidate's technical problem-solving skills, communication abilities, and cultural fit. NetApp values candidates who are motivated, creative, and committed to providing exceptional customer support.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit your application through the application link provided in the job listing.
Prepare for the phone screen by reviewing NetApp's products and storage solutions, and brushing up on your communication skills.
Familiarize yourself with NetApp's troubleshooting processes and customer support best practices.
Research NetApp's company culture and values to ensure a good fit for your career goals and personal interests.
Prepare for the technical assessment by reviewing your troubleshooting skills and problem-solving approach.
Prepare for the behavioral interview by reflecting on your past experiences and how they've helped you develop your technical and soft skills.
Review NetApp's technology stack and storage solutions to ensure you're familiar with the company's products and services.

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

Technical Support Engineer