Support Account Manager

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.

Job Summary

SAM Major Incident Manager combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers

In collaboration with other NetApp support Functions, the SAM Major Incident Manager oversees optimal delivery of support activities for the customer and ensures effective crisis management and stakeholder communication in case of disruptions.

The SAM Major Incident Manager's role is critical to NetApp’s continued success to strengthen the relationship with the customer, build their trust and increase loyalty

Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues.

Technical issues can range from hardware/software issues with NetApp systems to multi-system, multi-vendor interoperability issues

24x7 SAMs after-hours coverage for P1, Critical P2s & P3s

Periodic updates to stakeholders

Executive leadership communications during critical incidents

Raising visibility within internal teams

Coordinating timely critical part replacements and license activation

Document troubleshooting steps

Regular connects with SAMs globally

Job Requirements

Willing to work in 24x7 rotational shifts

Excellent written and verbal communication skills

Strong customer service and crisis-handling capability

Strong aptitude for learning new technologies

Mastery of escalation management across customer and internal teams

Ability to follow standard processes and best practices

Knowledge on storage hardware (NetApp E-Series, FAS, EMC advantage)

Basic knowledge on protocols (FC, iSCSI, FCOE, TCP/IP)

Ability to manage high-pressure situations and priorities

Technical knowledge in Storage/Virtualization (NCDA required)

Able to independently drive escalations and stakeholder interactions

Able to contribute to initiatives and trainings

Able to initiate customer-centric innovation

Skills & Competencies:

TEAMWORK & ADAPTABILITY:

Mentor junior team members

Timely completion of learnings and assignments

Escalation Management: stakeholder management, availability for internal consults

Open to feedback; growth mindset

Available to back up peers based on bandwidth

COMMUNICATION:

Independently present to cross-functional teams and customize and relay messages to different audiences

Understand and articulate stakeholder perspectives

Maintain steady tone and approach during pressure situations

Crisis communication and active engagement on customer/internal calls

CONSISTENCY:

Deliver high-quality outputs with minimal supervision

Stay up to date with tools/technologies/processes

Identify discrepancies proactively and recommend fixes

GO BEYOND:

Participate in projects benefiting broader team/org

Coordinate with engineering/support/product teams for holistic resolution

LEADERSHIP:

Share knowledge and best practices

Guide problem-solving approaches; review teamwork

Lead by example in communication, professionalism, customer focus

ACCOUNTABILITY / OWNERSHIP:

Accountable for outcomes ensuring team success, not just individual

TEAMWORK & ADAPTABILITY:

Mentor junior team members

Timely completion of learnings and assignments

Escalation Management: stakeholder management, availability for internal consults

Open to feedback; growth mindset

Available to back up peers based on bandwidth

COMMUNICATION:

Independently present to cross-functional teams and customize and relay messages to different audiences

Understand and articulate stakeholder perspectives

Maintain steady tone and approach during pressure situations

Crisis communication and active engagement on customer/internal calls

CONSISTENCY:

Deliver high-quality outputs with minimal supervision

Stay up to date with tools/technologies/processes

Identify discrepancies proactively and recommend fixes

GO BEYOND:

Participate in projects benefiting broader team/org

Coordinate with engineering/support/product teams for holistic resolution

LEADERSHIP:

Share knowledge and best practices

Guide problem-solving approaches; review teamwork

Lead by example in communication, professionalism, customer focus

ACCOUNTABILITY / OWNERSHIP:

Accountable for outcomes ensuring team success, not just individual

Experience and Education:

NETAPP TECHNOLOGY:

Differentiate NetApp offerings across hyperscaler

Recommend NetApp products/tech appropriately

Proficient in NetApp tools/technologies

STORAGE TECHNOLOGY:

Good understanding of storage, compute, network & virtualization

CERTIFICATIONS:

NCDA

AI

TECH SESSIONS:

Participation and delivering in Knowledge Sharing Forums and cross-collab sessions relevant to current technology

QUALIFICATIONS:

Minimum 3 years relevant experience (5+ preferred)

Bachelor's degree or equivalent experience

Experience handling moderately complex technical tasks

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.

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. 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.