NETSCOUT · 14 hours ago
PRINCIPAL TECHNICAL SUPPORT ENGINEER (ANN ARBOR, MI)
Ann Arbor, MI
Full-time
Onsite
Senior Level, Lead/Staff
5+ years expNETSCOUT is a leading company specializing in cybersecurity and performance management solutions. They are seeking a Principal Technical Support Engineer to provide onsite technical support and act as a Subject Matter Expert for NETSCOUT Arbor customers, ensuring effective deployment and operation of security products.
Computer Software
Responsibilities
Work with and provide guidance/support to the customer’s operational and design staff, in the role of the NETSCOUT Arbor technical Subject Matter Expert
Be a trusted advisor to the customer on all technical areas related to the NETSCOUT Arbor products
Design, implement, troubleshoot, diagnose, and resolve normal and complex technical issues associated with NETSCOUT Arbor security products installed in the customer network
Test and replicate customer configurations in a lab environment as and when required
Ensure the operational and functional requirements pertaining to the NETSCOUT Arbor solution installed in the customer environment are fulfilled from a technical standpoint
Track, investigate, escalate, and verify software defects as encountered and reported by customers
Deliver on-demand technical workshops on NETSCOUT security products, to the customer’s staff as needed
Work with other NETSCOUT internal functions like technical support, engineering, and product management as needed related to product issues as well as new features
Work closely with the NETSCOUT account team(s) of customer to understand and support the sales strategy from a technical standpoint
Support the tuning and optimization requirements related to the NETSCOUT Arbor installation in the customer environment
Assist and provide expert guidance to the customer security operations teams on security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews)
Develop and implement Method of Procedure documents for procedural and maintenance activities as required, related to the NETSCOUT Arbor products/solutions deployed in the customer environment
Lead and support software upgrade activities or investigations of reported problems related to the NETSCOUT security products installed in the customer environment
Work closely with the NETSCOUT Arbor Professional Services team to discuss, enhance, and share knowledge about product, domain, and solutions
Generate customer-specific product technical documentation, as needed
Continuously develop and update expertise on NETSCOUT products and solutions
Develop and deliver technical presentations to customers and internal teams as needed
Travel as required to customer sites and internationally for corporate events as needed
Qualification
Required
Bachelor's Degree in CS/EE/ECE or equivalent work experience
5+ years of experience in service delivery or technical support functions
Strong fundamentals on telecom network and routing environments
Advanced networking skills required (TCP/IP, Routing, BGP, MPLS, and related)
NetFlow protocol experience and understanding desirable
Strong network security skills required
Knowledge of and experience in DDoS and mitigation techniques desirable
Knowledge of network test equipment network management protocols like SNMP
Knowledge of tools and protocols like MRTG, SolarWinds
Knowledge of internet and data security protocols like HTTP/S, SSL/TLS, DNS, VPN, IPSEC, GRE
Intermediate to advanced knowledge in administration and provisioning of Unix/Linux and Solaris platforms
Networking related scripting and automation skills desirable
Expertise in packet analysis, debugging and troubleshooting, using tools like Wireshark/Tshark
Knowledge and experience on virtualization and cloud environment will be a strong skillset to have
Ability to work independently
Strong customer services and verbal/written communication/interpersonal skills
Fluency in English, both verbal and written, required
Local Country Security Clearance may be required, if applicable in country
Preferred
Knowledge of other languages is an added benefit
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