Advanced Cloud & Virtualization Tech Support Engineer

Jobtailor; Santa Clara (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Jobtailor in Santa Clara, CA, seeks an experienced Technical Support Engineer to provide advanced support for Gigamon deployments across VMware, Nutanix and public clouds. You will troubleshoot connectivity, health monitoring, registration, and traffic visibility, working with Engineering, Product and Services to resolve escalations.

You’ll deliver outstanding customer support using Salesforce Service Cloud, manage cases via phone, email, and screen sharing, and create concise knowledge-base

Qualifications

• Bachelor’s degree or equivalent practical experience with 5+ years in networking or security support.
• Hands-on experience with Ethernet, TCP/IP, routing, switching, QoS.
• Experience with virtualization and cloud platforms (VMware, Nutanix, AWS, Azure).
• Strong documentation and communication skills.

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 Salesforce 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

Skills

Networking

Cloud platforms

Troubleshooting

Customer support

Cross-functional

Education

Bachelor’s degree in Computer Science/Engineering/IT or related field

Tools

Salesforce Service Cloud

Case management systems

Job description

Jobtailor in Santa Clara, CA, seeks an experienced Technical Support Engineer to provide advanced support for Gigamon deployments across VMware, Nutanix and public clouds. You will troubleshoot connectivity, health monitoring, registration, and traffic visibility, working with Engineering, Product and Services to resolve escalations.

You’ll deliver outstanding customer support using Salesforce Service Cloud, manage cases via phone, email, and screen sharing, and create concise knowledge-base