What are the responsibilities and job description for the Principal Technical Support Engineer position at NetScout Systems, Inc?
Principal Support Engineer - Customer Success - Enterprise
At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology.
We are Guardians of the Connected World. We are looking for exceptional talent to join our team.
About NETSCOUT
NETSCOUT has been helping the world's largest organizations solve their most complex digital challenges for more than 40 years.
NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world's essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters - and stay unstoppable for a world that relies on them every second.
About the Service Assurance team:
We are currently seeking a Customer Success Engineer to work in this fast-paced technology environment with world-class engineers and customers on cutting-edge technologies.
Primary responsibility is to ensure the customer always has access to the critical data to support their business objectives. A very broad knowledge and a love for learning is required for this position from server OS support, through multi-tiered application understanding, voice/video, VMware, Cloud, security and big data.
Self-motivation is required as this is a very proactive position, but you must also have proven success working as part of a team. If you're eager to apply your talent and drive, you will quickly discover that you can make a difference. Help us grow our team, the business, and your customer's business.
Basic Qualifications/Skills:
- Work with customers to troubleshoot and resolve complex network and product issues
- Interface with our world-class support, development and SQA teams to identify and to resolve product issues
- Utilizing NETSCOUT's Knowledge Management database, research & develop technical tips and solutions
- Advise customer on network management best practices using NETSCOUT product suite
- Must have clear oral and written communications skills
- Excellent customer communication and interaction skills with Enterprise customers
Preferred Qualification/Skills:
- Public Trust required
- Bachelor's Degree in Computer Science/Network Security or equivalent discipline
- Minimum of 7 years in network management supporting external customers
- 2 plus years in critical and managed customer care
- Proven expertise in customer relationship and management
- Network Management experience in environment preferred
- Experience working remotely, but cooperatively with HQ
- Demonstrated ability to identify and resolve complex network problems
- Cisco Certification (CCNA minimum, CCNP preferred)
- Linux Certification (RHTC minimum)
- Knowledge of Windows and Unix operating system environments
- Ability to write technical articles outlining problems resolution and troubleshooting steps contribute knowledge to the knowledge base)
- Ability to multi-task with strong attention to detail
- Ability to travel up to 25%
- Security and/or CISSP certifications a plus
- Project Management Certification a plus (PMP)
- Server Hardware Support Certification a plus (Dell DOSD)
- VMware Certification a plus
Working at NETSCOUT
At NETSCOUT, our vision is to create a workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives. As a global company we strive to build a workforce comprised of talented individuals with a wide range of perspectives and backgrounds. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs. We offer a compensation package that includes the following benefits:
- Generous vacation package
- Equity
- Matching 401k plan
- Tuition reimbursement
- Attractive medical and dental coverage options
- Domestic partner benefits
- Health and Dependent Care spending accounts and Health Savings Account options
- Life and Disability Benefits
- Volunteer Time Off, Matching Charitable Gifts
NetScout Systems, Inc. is an EEO/Affirmative Action Employer.
| Education | Bachelors (or equivalent work experience) |
| Job Type | Full-Time |
| Location | US-TX-ALLEN |
| Preferred Language | English |
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identification, disability or protected veteran status.