Own Every Moment at NetApp
At NetApp, your ideas power innovation. We lead in intelligent data infrastructure—delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.
Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, NetApp is where your journey begins. Join teams that innovate to elevate, drive results, and excel together across every function.
Escalation Engineer
Morrisville, North Carolina, United States; Wichita, Kansas, United StatesLOCATION REQUIREMENT
Candidates must be located in Raleigh, NC or Wichita, KS. This role follows our hybrid work model, requiring three days per week in one of the office locations listed above. Candidates not currently located or willing to relocate themselves in the listed locations will be automatically disqualified.
JOB SUMMARY
This is an advanced technical leadership role responsible for escalation management, coaching, mentoring, and technical oversight for NetApp Cloud solutions. The Escalation Engineer provides expert support to customers, support personnel, and field teams through advanced diagnosis, troubleshooting, debugging, and resolution of complex software, hardware, networking, storage, and cloud platform issues. This role partners closely with Engineering, Product Management, Hyperscaler cloud providers, and the Critical Account Program to drive critical customer issues to resolution while serving as a technical mentor for a team of Technical Support Engineers.
WHAT YOU'LL DO
- Serve as the primary technical consultant and escalation resource for Technical Support Engineers, Technical Support Managers, and support partners.
- Mentor and guide Technical Support Engineers in advanced troubleshooting, root cause analysis, customer communication, and escalation management.
- Lead complex problem resolution efforts requiring extensive analysis, troubleshooting, root cause determination, and escalation to Product Development.
- Investigate platform, product, cloud infrastructure, networking, storage, and service-related issues across multiple technology layers.
- Conduct advanced troubleshooting of backend systems, logs, telemetry, and databases to identify and resolve customer-impacting issues.
- Respond to incoming customer cases as backup support during peak operational periods.
- Participate in an on-call rotation and provide after-hours support for urgent escalations as required.
- Analyze and resolve complex technical and functional issues requiring deviation from standard procedures and independent judgment.
- Lead customer meetings, technical bridge calls, status reviews, and executive communications throughout the escalation lifecycle.
- Identify, propose, and drive improvements to escalation processes, troubleshooting methodologies, and support workflows.
- Develop and deliver technical training, brown-bag sessions, and knowledge-sharing programs.
Troubleshooting Expertise
The right candidate will posess a strong udnerstanding of troubleshooting expertise in:
- NetApp hardware, software, ONTAP, and Cloud solutions.
- Public cloud platforms including AWS, Azure, GCP, and OCI, with the ability to troubleshoot cloud-native infrastructure and services.
- Enterprise storage and networking infrastructure in cloud and distributed environments.
- Storage protocols including iSCSI, NFS, and SMB/CIFS.
- Windows and Linux file services, operating systems, and enterprise application environments.
- Remote authentication and identity technologies such as LDAP, Active Directory, SAML, and related integrations.
- Data protection, backup, recovery, replication, and disaster recovery technologies.
- REST APIs, automation concepts, and cloud service integrations.
- Networking concepts including routing, DNS, firewalls, connectivity, latency, and performance troubleshooting.
- Debugging tools, log analysis, fault isolation, and root cause analysis methodologies.
- Multipathing software, volume managers, file systems, and backup software.
- Enterprise customer support and critical issue management in high-pressure environments.
QUALIFICATIONS
- Bachelor of Science degree in Engineering, Computer Science, Information Technology, or a related technical discipline; or equivalent combination of education, certifications, and relevant experience.
- Minimum of 8 years of experience in technical support, cloud operations, systems engineering, storage, networking, or a related technical field.
- Demonstrated experience leading complex technical escalations and cross-functional investigations.
- Proven ability to mentor and develop senior technical support engineers.
- Strong written and verbal communication skills with the ability to communicate effectively with customers, executives, engineering teams, and support partners.
- Experience working with global enterprise customers and geographically distributed teams.
- Demonstrated participation in multiple complex technical projects and initiatives.
- Strong aptitude for learning new technologies and applying them in customer-facing environments.
- Ability to apply sound engineering principles, exercise independent judgment, and take a creative approach to problem-solving.
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 You'll Thrive at NetApp
At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.
NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.
Our culture
We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.
If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.
Submitting an Application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
AI Disclosure
For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.
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We are a collection of diverse people from around the world with our own individual stories. We share the drive to create innovative, world-class products. We're One NetApp, and we find strength in celebrating our individuality.
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The NetApp Entry Level Careers Program is designed to help you grow your career, sharpen your skills, and foster meaningful relationships. When you join the Program, you join a diverse, global community where innovative ideas flourish.
Find your ideal job
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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. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable Accommodations
At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.
Applicants who would like to request an accommodation or adjustment are encouraged to Contact Us. Each request will be assessed on a case-by-case basis, in accordance with applicable laws and our commitment to equity and belonging within our culture, values and business practices. Requests will be handled confidentially and respectfully, and we will work collaboratively to identify effective solutions.
- For reasonable accommodations in Germany, click here.
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- For reasonable accommodations in The Netherlands, click here.
Please note that we do not accept unsolicited resumes to the above email address.
Data privacy
We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.
NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.
However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs.
Currently, when addressing certain hiring needs, NetApp uses the following tools:
- Eightfold (eightfold.ai): This tool can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
- Findem (findem.ai): This tool is used to help identify candidates whose skills and experience may be relevant to open roles at NetApp, using publicly available professional information. Findem may also be used to assist with candidate matching, AI-assisted screening, and recruitment communications.
Our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Note: Eightfold is not applicable to temporary hiring opportunities. If you are interested in temporary roles, you can apply via a third-party site managed by our preferred supplier, Magnit Global. Magnit Global will provide its own privacy disclosures for your review as part of the application process.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team reviews apcplications submitted through our company website only. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
AI Disclosure
For select roles, some stages of our hiring process may use AI-powered tools to assist with tasks such as identifying relevant candidates, matching skills and experience to role requirements, and conducting initial screenings. These tools support - rather than replace - human decision-making. To learn more, please see our AI Transparency Statement. If you would prefer not to engage with an AI-assisted process, you can request an alternative by contacting careers@netapp.com. Choosing an alternative process will not impact your candidacy in any way.