What are the responsibilities and job description for the Technical Support Intern - Santa Clara, CA - Hybrid position at Gigamon?
At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
In this role, you will support key Salesforce (SFDC) initiatives for the Global Support organization, with a focus on enabling and validating AI-based capabilities such as Agentforce. You will partner closely with Support, Operations, and IT teams to design and execute testing and drive successful user acceptance testing (UAT) for support-related processes.
In addition to Salesforce testing, You will also help set up and maintain, lab environments for Gigamon embedded platforms, requiring a solid understanding of Layer 1, Layer 2, and Layer 3 networking concepts. This will help Support engineers in remote areas with replication on critical issues.
What you’ll do:
- Collaborate with cross-functional teams to support SFDC projects, with a primary focus on enabling and validating AI-based features such as Agentforce.
- Design, document, and execute test plans and test cases for new and existing SFDC features, including regression and end-to-end testing.
- Validate integrations between SFDC and other tools or platforms used by Support, ensuring data accuracy, reliability, and performance.
- Plan and coordinate UAT cycles for support-related processes, including test scenario definition, test data preparation, execution tracking, and defect management.
- Capture and communicate issues, risks, and improvement opportunities to project stakeholders, providing clear, actionable recommendations for remediation.
- Partner with Support leadership to ensure that process changes and new features are aligned with operational needs and are ready for production rollout.
- Set up, and maintain, lab environments and network connectivity for Gigamon embedded platforms, applying Layer 1, Layer 2, and Layer 3 networking concepts.
What you’ve done:
- Worked on Salesforce (SFDC) projects, ideally in a support, operations, or IT context.
- Participated in or led testing activities for CRM or other enterprise applications, including creating and executing test cases and documenting results.
- Gained experience with AI- or automation-based features in SFDC (such as Agentforce or similar tools), or demonstrated strong aptitude for learning such capabilities.
- Set up and maintained lab or test environments for networking or embedded platforms, including connectivity validation and basic to intermediate troubleshooting.
- Contributed to successful UAT cycles, collaborating with business stakeholders to validate new or updated processes and features.
- Applied Layer 1, Layer 2, and Layer 3 networking concepts in a practical lab setting to diagnose and resolve issues.
Who you are:
- Detail-oriented and systematic, with a strong focus on quality, reliability, and repeatable testing practices.
- Comfortable working cross-functionally, communicating clearly with both technical and non-technical stakeholders.
- Proactive and resourceful, able to identify issues early, analyze root causes, and drive them to resolution.
- Curious and adaptable, eager to learn and work with new AI-based features, evolving SFDC capabilities, and Gigamon’s embedded networking platforms.
- Customer- and process-focused, motivated to improve the efficiency and effectiveness of Support operations through data-driven and well-tested solutions.