NETSCOUT · 3 weeks ago
Principal Technical Support Engineer
Allen, TX
Full-time
Onsite
Senior Level, Lead/Staff
7+ years expNETSCOUT is an elite force of trailblazers, innovators, and problem solvers that protects the connected world from cyberattacks and performance disruptions. The Principal Technical Support Engineer role focuses on ensuring customers have access to critical data to support their business objectives, requiring broad knowledge in various technical areas and a proactive approach to problem-solving.
Computer Software
Hiring Manager
Tanya Amaya-Sanchez
Responsibilities
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
Qualification
Required
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
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
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
Company
NETSCOUT
We provide the data that drives observability, fortifies cybersecurity, and keeps the world's most essential organizations resilient against disruptions of any kind.
1001-5000 employees
H1B Sponsorship
NETSCOUT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Anil Singhal
Co-founder and CEO
Jean Bua
Chief Financial Officer
Recent News
2024-04-07
2024-04-07
Company data provided by crunchbase