PRINCIPAL TECHNICAL SUPPORT ENGINEER - (ACTIVE TOP SECRET/SCI CLEARANCE)

About the role

NETSCOUT is seeking a Principal Technical Support Engineer with an Active Top Secret/SCI clearance. This role involves collaborating with customers to troubleshoot and resolve complex network and product issues, interfacing with support, development, and SQA teams, and providing guidance on network management strategies.

Responsibilities

• Collaborate with customers to troubleshoot and resolve complex network and product related issues
• Interface with NETSCOUT's support, development, and SQA teams to identify and resolve product issues and performance concerns
• Utilize NETSCOUT's Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices
• Provide guidance to customers on network management strategies and best practices using NETSCOUT product suite
• Deliver high-quality, hands-on support while representing NETSCOUT with professionalism and technical expertise

Requirements

• Active Top Secret/SCI Clearance Required
• CompTIA Security+ required and CISSP Certification beneficial
• Bachelor’s Degree in Computer Science/Network Security related field or equivalent discipline
• 7+ years in network management supporting external enterprise customers
• 2+ years in high touch or managed customer support environment
• Proven expertise in customer relationship and management
• Experience in enterprise or service provider network management environments
• Experience working onsite at customer locations and cooperatively with HQ teams
• Demonstrated ability to identify and resolve complex network and systems issues
• Cisco Certification (CCNA minimum, CCNP preferred)
• Linux Certification (RHCSA or equivalent)
• Knowledge of Windows and Linux operating system environments
• Demonstrated ability to write clear technical documentation and contribute to internal knowledge bases
• Strong attention to detail and the ability to manage multiple tasks simultaneously
• Ability to travel up to 25%

Preferred Qualifications

• VMware Certification is a preferred
• Dell DOSD (Onsite Server Hardware Support) Certification is preferred