Sr Technical Support Engineer

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.