Job Summary

In NetApp's Support organization, we aspire to be the standard by which other support organizations are measured.We drive towards this vision by continuously improving the support experience by learning from every interaction. This Technical Support Manager position oversees the Hardware and Metrocluster team and manages and enables our support specialists who are diagnosing, troubleshooting, and repairing one or
more of the following: software systems/applicationsand networking systems. You will have the opportunity to supervise engineers who respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. The Technical Support Manager establishes and maintains lines of communication with multiple organizations and selects, develops, and evaluates personnel to ensure the efficient operation of the function.

* Opportunity can be located at our Research Triangle Park (RTP), NC, or Wichita, KS, location. We currently offer a Hybrid work environment with required time in office.
* Hours are typically 7am Eastern to 4pm Eastern/6am Central to 3pm Central.

Job Requirements

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
Customer service experience working with customers in high-stress or ambiguous situations on complex problems, often technical in nature
Experience leading teams of 8-12 individuals
Experience in cross-organization collaboration and communication skills
Experience hiring, managing, and developing 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
Recruit, train, and develop staff to support cloud data services and aaS offerings
Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
Oversee regular operational reviews, including performance reporting and continuous improvement progress
3+ years team management experience (relevant supervisory, leadership, or management), with a proven ability to supervise delivery activities, implementations, and change

Education

A minimum of 5+ years of relevant professional experience, including 3+ years of management/leadership/supervisoryexperience in a fast-paced, high-change, customer-facing support environment
Preferred background includes experience in the field of technical support as well as experience managing a cloud or SAAS support team

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.

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.