What are the responsibilities and job description for the Principal Technical Support Engineer - (Allen, TX) position at NetScout Systems, Inc?
Principal 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 opportunity:
We are seeking a highly skilled Principal Technical Support Engineer to provide exceptional technical support and expertise to our customers. In this role, you will troubleshoot and resolve complex network and product issues, collaborate with internal teams to address technical challenges, and advise customers on network management best practices using NETSCOUT's suite of products.
As a critical part of our customer support team, you will play a key role in ensuring customer satisfaction and optimizing network performance. This position requires a strong technical background, excellent problem-solving skills, and the ability to manage multiple priorities effectively.
Basic Qualifications/Skills:
- Collaborate with customers to troubleshoot and resolve complex network and product-related issues.
- Interface with world-class support, development, and SQA teams to identify and resolve product challenges.
- Research and develop technical tips and solutions using NETSCOUT's Knowledge Management database.
- Provide customers with guidance on network management best practices leveraging the NETSCOUT product suite.
Preferred Qualification/Skills:
- At least 7 years of experience in network management supporting external customers.
- Minimum 2 years in critical and managed customer care roles.
- Proven expertise in customer relationship management and support.
- Strong background in network management, including experience with RAN.
- Knowledge of Windows, Unix, and Linux operating systems (Linux certification preferred).
- Demonstrated ability to identify and resolve complex network issues.
- Experience writing technical articles and contributing to a knowledge base.
- Strong multitasking abilities with keen attention to detail.
- Proven ability to work remotely and effectively collaborate with HQ teams.
- Ability to travel up to 10%
Education: Bachelor's Degree in Computer Science, Network Security, or a related field.
Certifications (Preferred):
- Project Management Certification (PMP)
- Server Hardware Support Certification (Dell DOSD)
- VMware Certification
Location: On-site in Allen, TX
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.
| Education | Bachelors (or equivalent work experience) |
| Job Type | Full-Time |
| Location | US-TX-ALLEN |
| Preferred Language | English |
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identification, disability or protected veteran status.
