Principal Technical Support Engineer; Ann Arbor, MI

Principal Technical Support Engineer (Ann Arbor, MI)

Job

Netscout is currently seeking a Principal Technical Support Engineer to work in our Ann Arbor, MI office.

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.

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.

The Principal Technical Support Engineer is responsible for providing onsite technical support services to specific NETSCOUT Arbor customers and performing the role of a Subject Matter Expert on NETSCOUT security products.

The Principal Technical Support Engineer relies on experience and judgment to plan and perform a variety of critical tasks / responsibilities pertaining to the customer’s NETSCOUT Arbor deployment. These responsibilities require a high degree of autonomy and accountability and would include:

• 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

• 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…