Solution Support Engineers (SSE) assist NetApp customers, partners, and internal groups with resolution of complex, highly technical issues either onsite or in a remote capacity. The tasks this individual are responsible for may span across multiple product sets and are often unstructured and the issues are less defined, requiring analytical and creative approaches. These issues may be associated with customer satisfaction risk that may require work in close collaboration across multiple cross function teams. In addition, the SSE will be responsible for proactive enablement of customers and partners through education and knowledge transfer opportunities to drive the best customer experience.

- Perform expert level troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud environments.




- Ability to perform responsibilities remotely or on customer premises as needed with minimal notice as well as coaching and assisting others. Approximately 25% travel.
- Requires ability to work in an “on-call” schedule if required.
- Content creation with thorough documentation, knowledge base articles, and post event analyses.
- Ability to apply AI tool methodologies to speed resolution and post analysis of events.
- Lead and participate in projects as necessary to improve quality, processes, and the customer experience. Utilize SME level industry knowledge and experience to drive improvement innovation.
- Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
- Educate and influence in technical discussions and enablement activities.

#J-18808-Ljbffr

📌 Solution Support Engineer (Sydney)
🏢 NetApp
📍 Sydney