L3 Engineer - Netapp Storage
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- Expert product and service support
- Level 3 specialists are generally the most highly skilled product specialists (Primary-Netapp, Secondary-Intel / other Storage boxes)
- Escalation support from L1/Field Engineer/Customer
- Access to the highest technical resources available for problem resolution or new feature creation.
- Tier 3 support attempt to duplicate problems and define root causes, using product designs, code or specifications.
- Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. New fixes are documents for use by Level 1 (PMC) and 2 (TOC) personnel
- R&D on new product / solution
- BOM creation
- Call-homes configuration
- Managing lab and setup training
- Assisting L1 during any down time