What are the responsibilities and job description for the Principal Technical Support Engineer position at NetScout Systems, Inc?
Principal Support Engineer
NETSCOUT is continuing to grow & our Support Services Team is expanding! We are currently seeking a Remote Support Engineer to work in this fast-paced technology environment with world-class engineers and customers on cutting-edge technologies.
Primary responsibility is to ensure that 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 and 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 customers business.
Essential 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
Required Experience
- 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%
- Project Management Certification a plus (PMP)
- Server Hardware Support Certification a plus (Dell DOSD)
- VMware Certification a plus
- Ability to multi-task with strong attention to detail
Job Location: Allen, TX, (Hybrid - Must work in the office on Tuesday, Wednesday, Thursday)
About NETSCOUT Systems, Inc.
NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT) is a market leader in real-time network performance management and cybersecurity solutions for today's most demanding carrier, enterprise, and government networks. We provide real-time, pervasive visibility, and insights customers need to accelerate, and secure their digital transformation.
Our mission is protecting the global leaders of industry from the risks of disruption, allowing them to solve their most challenging network performance and security problems, ensuring the connected world runs safely and smoothly. The connected world is only as strong as the people who protect it. NETSCOUT Guardians are an elite force of trailblazers, innovators, and problem solvers who take on the responsibility of tackling the world's most pressing network challenges.
Headquartered in Westford, Massachusetts, NETSCOUT has approximately 2,300 employees and offices across the globe. NETSCOUT serves the Global 5000 enterprise community as well as government agencies and telecommunications service providers. We're looking for exceptional talent to join our team and help change the world.
Life at NETSCOUT has been built on the culture of collaboration and diversity, we want all our employees to feel appreciated and valued. These words are the life and soul of our company. We're passionate about creating an inclusive workplace.
To find out more about working for NETSCOUNT see below link:
Additional Information:
The people behind our products are responsible for our company's success, and we take your career ambitions seriously. At NETSCOUT you'll enjoy a competitive compensation plus a benefits package working alongside some fantastic people who generally care.
Our Recruitment process is designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.
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.