Staff Technical Support Engineer

Responsibilities

• Provide advanced support for Gigamon deployments across VMware, Nutanix, and public cloud environments
• Troubleshoot issues involving connectivity, platform integration, health monitoring, registration, and traffic visibility workflows
• Partner with Engineering, Product, and Services teams to resolve escalations and improve documentation and support readiness
• Deliver exceptional user support using Sales Force Service Cloud software
• Interact with customers/partners through case management systems, phone, email, and screen‑sharing sessions
• Serve as the customer’s main contact for providing accurate and creative technical solutions to reported issues
• Update and document the details of technical issues, solutions, follow‑up conversations, escalations, and resolutions in the case management system
• Contribute to knowledge base articles to help customers resolve issues independently
• Apply advanced troubleshooting techniques, including isolating, replicating, and creating workarounds for complex problems spanning multiple products/features
• Report defects to Engineering after lab replication, ensuring they meet Escalation standards
• Collaborate with the Support organization to drive process improvements and participate in support initiatives
• Participate in on‑call rosters as needed to provide after‑hours support for emergencies
• Manage customer escalations, ensuring timely resolution and maintaining open communication with all involved parties
• Work with cross‑functional teams to convey customer concerns and advocate for their needs

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field, or equivalent practical experience and 5+ years of relevant support experience (networking or security)
• Hands‑on experience with L2/L3 technologies such as Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS
• Strong experience in technical support, systems engineering, network visibility, or related customer‑facing roles supporting complex software or infrastructure products
• Hands‑on experience with virtualization and cloud platforms such as VMware, Nutanix, AWS, Azure
• Solid troubleshooting skills across networking, platform connectivity and distributed application environments
• Experience reading logs, validating control‑plane communication, and isolating issues related to registration, orchestration, and platform‑side resources
• Proven ability to create technical documentation, share knowledge, and improve operational processes
• Experience collaborating across Support, Engineering, and Services teams to drive customer success and product improvements

Demonstrates expertise in advanced technical support for complex software and infrastructure products, with a strong focus on troubleshooting, customer advocacy, and cross‑functional collaboration. Proficient in utilizing virtualization and cloud platforms to enhance operational processes and customer success.