Technical Support Manager

NetApp is hiring for the role of Technical Support Manager!

Responsibilities of the Candidate:

• Resolving customer problems that come in via the telephone, the web, chat or AutoSupport
• Researching customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
• Creating new knowledgebase articles to capture new learnings for reuse throughout the center.
• Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage       applications.
• Responding to situations where NetApp product support has been unable to solve customer’s technical issues.
• Providing a high level of proactive and reactive services by building relationships with the customer to best serve their needs
• Align local targets to business goals

Requirements:

• A minimum of 1 to 5 years of experience as a people leader is required.  
• Demonstrated ability to manage multiple projects is required. 
• Excellent written and verbal communication skills. 
• Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations. 
• A clear understanding of the product development cycle, technical requirements and project management.
• Experience and strong understanding of Storage Hardware, Software, Cloud and Virtualization technology
• A strong understanding of concepts related to computer architecture through implementation.
• A demonstrated ability to function successfully as a leader.