Principal Technical Support Engineer; Top Secret​/Sci Clearance Required

Principal Technical Support Engineer (Active Top Secret/SCI Clearance Required)

Net Scout is currently seeking a Principal Technical Support Engineer.

NETSCOUT has been helping the world’s largest organizations solve their most complex digital challenges for more than 40 years. We unlock insight at unequaled scale, enabling essential organizations to solve problems faster, transform their digital ecosystems, and secure what matters.

We are expanding and looking for a highly skilled, customer‑focused Principal Premium Services Engineer to work on‑site with enterprise clients, solving complex network and application issues using innovative technologies.

As a Principal Premium Services Engineer, you will play a key role in ensuring our customers have uninterrupted access to the critical performance data they rely on to operate and grow their businesses. This position requires a deep and broad technical skill set, including server and OS support, multi‑tiered applications, virtualization, voice/video, cloud platforms, security, and big data.

• Collaborate with customers to troubleshoot and resolve complex network and product related issues.
• Interface with our world‑class support, development, and SQA teams to identify and resolve product issues and performance concerns.
• Utilize NETSCOUT's Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
• Provide guidance to customers on network management strategies and best practices using NETSCOUT product suite.
• Deliver high‑quality, hands‑on support while representing NETSCOUT with professionalism and technical expertise.

• Self‑motivation and proactive approach, with proven success as part of a team.
• Strong technical expertise across servers, operating systems, multi‑tier applications, virtualization, voice/video, cloud platforms, security, and big data.
• Experience delivering hands‑on support and representing a technology company with professionalism and technical expertise.
• Excellent written and verbal communication and problem‑solving skills.

• Active Top Secret/SCI Clearance Required.
• CompTIA Security+ required and CISSP certification beneficial.
• Bachelor’s Degree in Computer Science/Network Security related field or equivalent discipline.
• 7+ years in network management supporting external enterprise customers.
• 2+ years in a high‑touch or managed customer support environment.
• Proven expertise in customer relationship and management.
• Experience in enterprise or service provider network management environments preferred.
• Experience working onsite at customer locations and cooperatively with HQ teams.
• Demonstrated ability to identify and resolve complex network and systems issues.
• Cisco Certification (CCNA minimum, CCNP preferred).
• Linux Certification (RHCSA or equivalent).
• Knowledge of Windows and Linux operating system environments.
• Demonstrated ability to write clear technical documentation and contribute to internal knowledge bases.
• Strong attention to detail and the ability to manage multiple tasks simultaneously.
• Ability to travel up to 25%.
• Project Management Certification (PMP) preferred.
• VMware Certification preferred.
• Dell DOSD (Onsite Server Hardware Support) Certification preferred.

San Antonio, TX

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 and offer opportunities for career growth, training, and development.

• Generous vacation package
• Equity
• Matching 401(k) 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

Education:

Bachelor’s (or equivalent work experience). English proficiency.

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