PRINCIPAL TECHNICAL SUPPORT ENGINEER

About the role

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.

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

Requirements

• Must have clear oral and written communications skills
• Excellent customer communication and interaction skills with Enterprise customers
• 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%

Preferred Qualification/Skills

• 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
• Athletic and Dental coverage options
• Medical and Dental coverage options
• Health and Dependent Care spending accounts and Health Savings Account options
• Life and Disability Benefits
• Volunteer Time Off, Matching Charitable Gifts