L3 Senior Technical Engineer - NetApp

We are currently seeking additional highly experienced and skilled Senior Engineer to join our NetApp team. At Top Gun the Senior Engineer will provide L3 technical expertise and experience to supplement local field staff’s technical ability as they perform their duties in the field.



The Advanced Engineering Group and their L3 Senior Technical Engineers are crucial to the success of service operations company-wide. These L3 engineers typically have many years of product experience/expertise and a proven high degree of success with timely accurate problem resolution. These individuals are leveraged as thought leaders for the various technical areas they represent; and as such are called upon to provide product leadership in regard to new product development, steady-state support, and educator.

Regions: All Regions

Essential Functions

  • Must be able to manage the client and field engineering, exhibiting excellent communication skills as well as securing client confidence in Top Gun to maintain their equipment.
  • Interface directly with the Client’s high-level crisis escalation management teams.
  • Will be client-focused and client-driven to deliver the utmost customer service.
  • Highly qualified in the mission critical NetApp products operating environment and peripherals to provide L3 oversight. Must have direct in-depth knowledge of NetApp diagnostics, tools, and utilities to facilitate remedial service and assist Field Service in meeting contractual Customer SLA.
  • An SSE reviews new equipment for maintainability to ensure that our field and staff can obtain the resources required to maintain the equipment under contract i.e. training, parts, equipment, etc.
  • Occasionally involved in site audits and on-boarding of new technology to provide the guidance required for maintenance.
  • Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing the probability of failure.
  • Works with Sales to assess the feasibility of client requests and review sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements, and compatibility issues.
  • Develops and deploys “Call Home” or remote monitoring solutions.
  • Develops and delivers internal training classes.
  • Evaluates OEM and third-party training classes for content and value.
  • Utilize tools, and content, within corporate intranet to deliver technical communications.
  • Able to travel to and from client sites nationally as required.
  • Able to lift, push, or carry objects weighing 50 pounds.
  • Able to thrive in a team environment where resolutions may require a group effort and end of shift workload turnover is required and seamless to our clients.

Minimum Qualifications:

The desired applicant will have attended some college, technical school, or equivalent with 15+ years’ experience with NetApp Storage products hardware and backup application experience accompanied with secondary experience in EMC/DELL storage hardware or Server experience.

Preferred Qualifications:

  • Experience with the Maintenance Services business.
  • Strong oral, written, and interpersonal communication skills to work effectively with internal and external customers.
  • High level of expertise on enterprise storage hardware as well as a solid understanding of the environments in which they may be deployed.
  • IBM storage products software experience in OS support on the hardware platform
  • Experience with system installation, hardware replacement procedures, and firmware upgrades.
  • A background in Engineering, Service, and Support is a requirement; however, experience in direct field service is not required but preferred.
  • Solid problem-solving skills where problems may be complex or hard to diagnose
  • Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor.

Interpersonal skills:

  • Strong telephone etiquette skills ensure constructive, professional relationships with colleagues and clients. Active listening and written communication follow-up are just as necessary to knowing how to tactfully communicate directions. A “client first” attitude is inherent in every step an FE takes. Patient, and the ability to work as a team while effectively juggling multiple tasks.

Working Conditions or Additional requirements:

  • This position requires the ability to lift 50lbs by one’s self and up to 100lbs with assistance. Field Engineers are required to be in a 7x24x365 Standby rotation and able to travel to and from client sites with a reliable vehicle.


  • Health, Dental and Vision
  • 401K

Let’s talk about your future.

From Engineering to Sales, team members at Top Gun have a unique opportunity to create internal value by making a difference in our clients’ long-term business strategy and support of their mission critical infrastructure.