Principal Technical Support Engineer; Ann Arbor, MI

Overview

Principal Technical Support Engineer

NETSCOUT is seeking a Principal Technical Support Engineer to work onsite in Ann Arbor, MI. The candidate will provide onsite technical support services to NETSCOUT Arbor customers and serve as a Subject Matter Expert on NETSCOUT security products.

• 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.
• Collaborate with the NETSCOUT account teams to understand and support the sales strategy from a technical standpoint.
• Support 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 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.

• Preferred Qualification/
  
  Skills:
  
  
• Bachelor's Degree in CS/EE/ECE with 5+ years of experience in service delivery or technical support functions with strong fundamentals on telecom network and routing environments.
• Advanced networking skills required (TCP/IP, Routing, BGP, MPLS, and related), Net Flow 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, tools, and protocols like MRTG, Solar Winds.
• 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 and where necessary.
• Strong customer services and verbal/written communication/interpersonal skills.
• Fluency in English, both verbal and written, required. Knowledge of other languages is an added benefit.
• Local Country Security Clearance may be required, if applicable in country.

Onsite in Ann Arbor, MI

Net Scout Systems, Inc. is an EEO/Affirmative Action Employer.