Principal Technical Support Engineer

About the role

NETSCOUT is seeking a Principal Technical Support Engineer to work on-site with enterprise clients, solving complex network and application issues using innovative technologies.

Responsibilities

• Collaborate with customers to troubleshoot and resolve complex network and product related issues
• Interface with our world-class 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 preferred
• 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%
• Project Management Certification (PMP) is preferred
• VMware Certification is a preferred
• Dell DOSD (Onsite Server Hardware Support) Certification is preferred