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Assist in creating and maintaining product, services, and SKU data records across designated platforms, following established procedures
Support data hygiene efforts by identifying and flagging duplicate, incomplete, or inconsistent product information for review
Follow standard operating procedures (SOPs) to ensure consistent product data entry and taxonomy alignment
Assist with the cataloging and upkeep of solution scoping templates and product sizing reference materials
Pull and organize routine data reports under the guidance of senior team members
Coordinate with team members to gather product information needed for catalog updates
Document task steps and data sources to support process transparency and knowledge transfer
Complete a structured 90-day onboarding plan covering core platforms, SOPs, and data quality standards
Supports the team's use of existing agentic AI systems by running predefined workflows, logging outputs, and flagging errors or unexpected results for senior review
Bachelor's degree in Business, Information Systems, or a related field (or equivalent experience)
1-2 years of experience in a technology services environment
Proficiency in Microsoft Excel
Strong attention to detail and ability to follow documented procedures
Basic understanding of AI Prompting and Agentic AI approach
Effective written and verbal communication skills
Exposure to Salesforce or similar CRM/ERP platforms
Exposure to Power BI
Familiarity with product catalogs, SKU structures, or inventory management concepts
Experience in an IT services or technology distribution environment
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Technical Troubleshooting & Escalation
* Lead resolution of Tier‑3 support cases for Palo Alto NGFW, Panorama, GlobalProtect, Prisma SD-WAN, Prisma Access, Strata, and SASE cloud firewall products, Cortex within TAC workflows.
* Perform advanced diagnostics, packet captures, log analysis, root-cause analysis and lab reproductions.
* Interface directly with enterprise customers and act as a senior escalation point for P1/P2 incidents.
Technical Leadership & Knowledge Management
* Mentor L1/L2 TAC engineers, shaping troubleshooting approach and case handling.
* Create/manage knowledge base articles, internal guides, and conduct training sessions for TAC teams.
Cross-Functional Collaboration
* Work closely with Engineering, QA, and Product Management to escalate bugs and influence product improvements.
* For ETAC/Advanced TAC roles: be a bridge between TAC and Engineering—replicate issues, provide early-stage feedback on new products, and contribute to feature supportability.
Automation & Tooling
* Develop troubleshooting scripts/tools (Python, REST, CI/CD) to speed up issue resolution and improve efficiency.
* Route supportability input into product release processes and assist with release validation workflows.
Metrics, Process, & Incident Management
* Monitor case metrics: time-to-resolution, backlog, escalations; identify trends and efficiency gaps.
* Own P1/P2 incident lifecycle: ensure proper escalation, executive communication, and post-mortem reports.
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Category |
Requirements |
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Experience |
5–9 years in enterprise-level TAC/support or network/security engineering; 2+ years in L3 escalation roles |
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Technical Skills |
Expert in PAN-OS, firewalls, Panorama, Prisma SD-WAN, Prisma Access, Strata, SASE, VPN, routing (BGP, OSPF), packet diagnostics (Wireshark), Linux shells |
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Certifications |
PCNSE required; PCNSA, PCCSE |
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Scripting |
Python, REST API, or equivalent automation experience |
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Soft Skills |
Strong communicator; adept at customer-facing handling and cross-team leadership |
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Work Scope |
Ability to work across rotational shifts; availability for incident-based after-hours effort |
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Incident & Problem Management
Provide expert-level support for NetApp storage environments, including performance, capacity, data protection, and interoperability issues.
Own NetApp incidents end-to-end from triage through resolution, including clear customer communication.
Act as escalation point for Sev 1/2 storage incidents to rapidly restore service and protect critical business workloads.
Perform root cause analysis for major storage incidents and implement corrective and preventive actions.
Hardware & RMA Coordination
Lead and coordinate hardware replacement processes (RMAs, drive replacements, controllers, shelves) with NetApp and logistics partners.
Manage end-to-end RMA lifecycle: identification, RMA creation, shipment tracking, onsite installation coordination, and post-replacement validation.
Ensure accurate documentation of RMA activities, asset updates, and configuration changes within customer and internal systems.
Proactive Health, Capacity & Best Practice Reviews
Use NetApp tools (e.g., Active IQ) to identify risks, configuration deviations, and performance/capacity issues.
Conduct periodic environment health and best-practice reviews, presenting findings and remediation plans to customers.
Recommend and support configuration optimizations, firmware/ONTAP upgrades, and data layout improvements.
Change & Upgrade Support
Plan and support NetApp-related change windows (e.g., ONTAP upgrades, shelf additions, hardware refreshes).
Create and review change plans, rollback procedures, and validation checklists for storage changes.
Ensure changes are executed safely and documented thoroughly.
Customer & Cross-Vendor Collaboration
Serve as a trusted technical advisor to customers on NetApp and storage-related architecture decisions.
Collaborate with networking, virtualization, and backup teams to resolve multi-domain issues (e.g., VMware + NetApp, SAN fabric, backup tools).
Coordinate with NetApp support as needed while maintaining AHEAD’s “single point of contact” for the customer.
Documentation & Continuous Improvement
Develop and maintain runbooks, troubleshooting guides, and knowledge base articles for NetApp technologies.
Identify opportunities to automate health checks, reporting, and common remediation tasks.
Mentor and cross-train other engineers on NetApp storage technologies and best practices.
Technical Expertise - Strong hands-on experience with:
NetApp AFF and FAS platforms
ONTAP/ONTAP Select (clustered architecture, SnapMirror/SnapVault, etc.)
E-Series and/or All SAN Arrays (as applicable)
Storage networking concepts (Fibre Channel, iSCSI, NFS, SMB)
Performance tuning and capacity planning in storage environments
Familiarity with Active IQ or similar analytics tools for storage health and risk analysis.
Experience
8+ years in storage engineering/administration/support, ideally with a heavy NetApp focus.
Experience supporting mission-critical, 24x7 enterprise environments.
Background in incident, problem, and change management (ITIL desirable).
Soft Skills
Clear, concise communication with both technical and non-technical stakeholders.
Ability to manage multiple incidents and projects simultaneously.
Strong sense of ownership and accountability for customer outcomes.
Education & Certifications (Preferred)
Relevant NetApp certifications such as:
NetApp Certified Data Administrator (NCDA)
NetApp Certified Implementation Engineer (NCIE)
Other storage/virtualization certifications (e.g., VMware, Cisco) are a plus.
Success Measures (Role-Level KPIs)
Reduction in Sev 1 incident rate per NetApp array or environment.
RMA cycle times (initiation to fully validated replacement) meeting or beating target.
Active IQ risk remediation rates and decline in critical/high-risk findings over time.
Storage environment health scores (capacity, performance, configuration compliance).
Customer satisfaction (CSAT) for NetApp-related incidents and reviews.
Ready to apply?
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