NETSCOUT
Job ID: 005217
NETSCOUT is currently seeking a Sr Technical Support Engineer
Description:
Sr Technical Support Engineer
At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology.
We are Guardians of the Connected World. We are looking for exceptional talent to join our team.
About NETSCOUT
NETSCOUT has been helping the world's largest organizations solve their most complex digital challenges for more than 40 years.
NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world's essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters - and stay unstoppable for a world that relies on them every second.
About the Service Assurance team:
The Customer Support Engineer will be responsible for working directly with customers on the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues.
Basic Qualifications/Skills: Work through resolution of technical service calls according to generalized procedures and specialized understanding of complex product issues Provide product support to other Engineers on a variety of products Ensure that all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation Log in all service data required for tracking Maintain a high level of technical competence on NETSCOUT products and related technologies. May act as subject matter expert on specific product group Ensure timely delivery of replacement parts to warranty and contracted customers Ensure all customers receive prompt & courteous support enabling the highest possible customer satisfaction Preferred Qualification/Skills:
3-5 years of experience in a customer support environment Degree in Computer Science or related technology a plus Expert level experience with networking products and applications Solid problem-solving skills and experience in troubleshooting complex network and/or application issues Proven ability to successfully deal with internal and external customers, field sales, or others on critical and intense issues Working knowledge of all standard office suite applications and database management Diligent attention to detail Effective organization and time management skills Strong interpersonal and leadership skills Ability to manage many tasks simultaneously Proven ability to work under pressure and time constraints Solid verbal and written communication skills Experience working with CVE mitigation and cyber security concepts preferred Linux administration skills required Scripting or programming experience is strongly preferred Database Administration or SQL experience a plus MCSE and/or CCNA certification a plus Ability to work first or second shift Ability to speak Spanish a plus After-hours rotational pager duty approximately 2 weeks every 3 months Occasionally work off hours in support of operational issues Location:
On-site in Westford, MA
Working at NETSCOUT
At NETSCOUT, our vision is to create a workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives. We strive to build a diverse workforce that reflects the communities we serve. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs. We offer a compensation package that includes the following 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
NetScout Systems, Inc. is an EEO/Affirmative Action Employer.
Requirements: Education Bachelors (or equivalent work experience) Job Type Full-Time Location MA - Westford Preferred Language English
NETSCOUT endeavors to make NETSCOUT.com accessible to any and all users. If a reasonable accommodation is needed to participate in the job application or interview process, or if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Talent Acquisition at 978-614-4043 or by email . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. For the avoidance of doubt, accommodation made to facilitate the recruiting process is not a guarantee of future or continued accommodation if hired. NETSCOUT is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Read our EEO Policy Statement here . If you'd like more information on your rights under the law, view the Know Your Rights poster and Pay Transparency Nondiscrimination Provision poster. For job candidates in the US, NETSCOUT participates in the E-Verify program to confirm work authorization. For more information on E-Verify, please refer to the E-Verify Participant notice and the Right To Work notice . For candidates in California, view our Job Candidate and Employee Privacy Notice . For candidates in Massachusetts, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Description:
Sr Technical Support Engineer
At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology.
We are Guardians of the Connected World. We are looking for exceptional talent to join our team.
About NETSCOUT
NETSCOUT has been helping the world's largest organizations solve their most complex digital challenges for more than 40 years.
NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world's essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters - and stay unstoppable for a world that relies on them every second.
About the Service Assurance team:
The Customer Support Engineer will be responsible for working directly with customers on the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues.
Basic Qualifications/Skills: Work through resolution of technical service calls according to generalized procedures and specialized understanding of complex product issues Provide product support to other Engineers on a variety of products Ensure that all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation Log in all service data required for tracking Maintain a high level of technical competence on NETSCOUT products and related technologies. May act as subject matter expert on specific product group Ensure timely delivery of replacement parts to warranty and contracted customers Ensure all customers receive prompt & courteous support enabling the highest possible customer satisfaction Preferred Qualification/Skills:
3-5 years of experience in a customer support environment Degree in Computer Science or related technology a plus Expert level experience with networking products and applications Solid problem-solving skills and experience in troubleshooting complex network and/or application issues Proven ability to successfully deal with internal and external customers, field sales, or others on critical and intense issues Working knowledge of all standard office suite applications and database management Diligent attention to detail Effective organization and time management skills Strong interpersonal and leadership skills Ability to manage many tasks simultaneously Proven ability to work under pressure and time constraints Solid verbal and written communication skills Experience working with CVE mitigation and cyber security concepts preferred Linux administration skills required Scripting or programming experience is strongly preferred Database Administration or SQL experience a plus MCSE and/or CCNA certification a plus Ability to work first or second shift Ability to speak Spanish a plus After-hours rotational pager duty approximately 2 weeks every 3 months Occasionally work off hours in support of operational issues Location:
On-site in Westford, MA
Working at NETSCOUT
At NETSCOUT, our vision is to create a workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives. We strive to build a diverse workforce that reflects the communities we serve. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs. We offer a compensation package that includes the following 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
NetScout Systems, Inc. is an EEO/Affirmative Action Employer.
Requirements: Education Bachelors (or equivalent work experience) Job Type Full-Time Location MA - Westford Preferred Language English
NETSCOUT endeavors to make NETSCOUT.com accessible to any and all users. If a reasonable accommodation is needed to participate in the job application or interview process, or if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Talent Acquisition at 978-614-4043 or by email . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. For the avoidance of doubt, accommodation made to facilitate the recruiting process is not a guarantee of future or continued accommodation if hired. NETSCOUT is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Read our EEO Policy Statement here . If you'd like more information on your rights under the law, view the Know Your Rights poster and Pay Transparency Nondiscrimination Provision poster. For job candidates in the US, NETSCOUT participates in the E-Verify program to confirm work authorization. For more information on E-Verify, please refer to the E-Verify Participant notice and the Right To Work notice . For candidates in California, view our Job Candidate and Employee Privacy Notice . For candidates in Massachusetts, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.