Cloud Supportability Engineer

Company: NetApp
Location: Boulder
Posted on: August 5, 2022

Job Description:

Job SummaryAt NetApp, we have an amazing opportunity to transform industries with cutting-edge data services. We are developing a broad portfolio of solutions that harness the power of data. NetApp public/private cloud offerings, high performance & highly scalable storage products are stretching what s possible for our customers & partners. These solutions change how data is stored, consumed & interpreted unleashing innovation. Join our team & push the boundaries of what s possible.As a Cloud Supportability Engineer with focus on driving supportability into new cloud features, you will be empowered to take ownership and be a self-starter. You will be working closely with product management, engineer teams and support teams to deliver support readiness for new features. Your ability to influence feature designs, support tooling and automation, perform detailed support analysis and improve case deflection will be key in meeting our support KPI goals. Your attention to detail and feedback will be a key success measure on the projects for which you contribute. You'll work in diverse groups on cross team projects which have defined outcomes and deadlinesResponsibilitiesProvide architectural guidance to optimize the supportability across NetApp's cloud servicesBe hands-on in the implementation of our supportability tooling and automation. You ve driven the deployment of these tools at scale and have the experience in working with a rapidly growing infrastructureDevelop and improve tooling to assist in root cause and mitigation for supportability of our cloud offering.Proactively monitor systems, networks, and applications to provide input in improving the stability, security, efficiency, and scalability of systems.Drive more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for support teams and/or customers.Identify new and innovative ways to analyze data and trends to improve supportability KPIs.Participate in rotating on-call incident response on the weekdays and on the weekends.Participate in incident reviews to create improved supportability documentation, diagnostics, tooling, error messages and automation.Partner with Engineering and SRE teams to improve process, automate and enhance incident response focused on maintaining and improving SLA s.Mentor members of the staff on large scale cloud deployments. You re an expert in deploying in the cloud and can bring a teaching mindset to help others benefit from your experienceExperience & Key Characteristics8+ years experience running high availability systems and supporting distributed infrastructureExperience with microservice architectures running on Kubernetes and containersUnderstanding of using tracing systems and finding ways to improve visibility holistically across a distributed service.Experience using industry tools to search databases, create custom queries, and generate reports.Familiarity with operating systems such as Linux, CentOS, Ubuntu and Windows.A basic understanding of at least one scripting language similar to Bash, Python, or Pearl, Ruby.A basic understanding of public cloud vendors such as Azure, AWS, Google Cloud or others.Experience administering Clustered Data ONTAP or other storage platforms is a big plus.Outstanding communication and presentation skills, written and verbal. Excellent listening skills and a high degree of empathy.You are great at solving problems, sorting meaningful information from noise, and taking action.Ability to work in large, collaborative teams to achieve organizational goals. Passionate about building an innovative and inclusive culture.EducationTypically requires a minimum 8 years of related experience with a bachelor s degree; or 5 years and a Master s degree; or a PhD without experience; or equivalent work experience.The Team You'll Be Working WithThe SRE team within NetApp Public Cloud Service group is responsible for the scaling and support of our multi-region, multi-cloud application. This team is made up of a group of software engineers, site reliability engineers, and security experts that own the deployment architecture and strive to improve our infrastructure through deep partnership with other teams across the organization. We are a customer focused team continuously improving our services to meet the needs of our customers and reduce toil on our team. We meet regularly to mentor and challenge each other as we collaborate across projects. We're only able to accomplish our mission through diverse teams innovating, together.If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it s the right thing to do.We work hard but also recognize the importance of work-life balance for our employees because what s important to them is important to us! Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time 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 and fitness centers. We also offer financial savings programs to help you plan for your future.

Keywords: NetApp, Boulder , Cloud Supportability Engineer, Engineering , Boulder, Colorado