We are looking for a Senior Technical Support Engineer working to manage customer issues across a majority of company products. The right candidate will be an empowered self-starter familiar with working in a fast pace environment. The position will have the responsibility to work with customers directly to resolve technical and other issues and to analyze and report on customer satisfaction of products, services, and processes.
Active participant in the customer support center, handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Gigamon.
Troubleshoot customers issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers
Participate in the 24*7 on-call support rotation to provide escalation coverage to Elite customers including after-hours support.
Essential Support Skills:
For candidates with a BS degree: 2-5 years of experience in technical support for a networking or security tools company
For candidates with a MS degree: 1-3 years of experience in technical support for a networking or security tools company
Limited to U.S. Citizens due to government requirement
Excellent written and verbal communications skills
Good project management, problem resolution and analytical skills
Ability to work in fast paced, dynamic environment
Must have a very strong customer focus
Preferred Technical Skills:
Strong operating and troubleshooting knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Security (VPN, Inline, SSL), trunking/ Stacking, QoS, and Test Equipment such as Spirent and IXIA.
Working understanding of IP networking including network setup, configuration, troubleshooting and debugging
Educated to degree level
Ability to work flexible hours
Optional Technical Skills
Installation and troubleshooting knowledge in Virtualization space with hands on experience setting up VmWare or Open Stack (KVM) environment.