Principal Technical Support Engineer

Maetz Consulting, LLC; Miami (FL); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Generous vacation package

Equity

401k matching

Medical and dental coverage

Domestic partner benefits

Health Savings Account

Life and Disability Benefits

Volunteer Time Off

Job summary

NETSCOUT is seeking a Principal Premium Services Engineer to partner with enterprise clients. You’ll diagnose, resolve, and prevent complex network and application issues across large-scale environments, working hands-on with servers, virtualization, cloud architectures, security frameworks, and big‑data technologies.

This role requires a proactive mindset, strong ownership, and collaboration with customers and internal teams.

Qualifications

• Bachelor’s Degree in Computer Science/Network Security related field or equivalent.
• 7+ years in network management supporting external enterprise customers.
• 2+ years in high touch or managed customer support environment.
• Proven expertise in customer relationship and management.
• Experience 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).

Responsibilities

• Troubleshoot and resolve complex network and product-related issues with customers.
• Interface with support, development, and SQA teams to address product issues and performance concerns.
• Research solutions using NETSCOUT Knowledge Management database and develop technical content.
• Provide guidance to customers on network management strategies using NETSCOUT product suite.
• Deliver high-quality, hands-on support while maintaining professionalism and technical depth.

Skills

Troubleshooting complex networks

Cross-team collaboration

Technical documentation

Customer relationship

Onsite travel

Education

Bachelor's degree in CS/Networks

Tools

CCNA

CCNP

RHCSA

Linux

Windows

VMware

Dell DOSD

Job description

• Salary $110-130,000 +10% Bonus plus 20% of RSUs
• City Miami
• State/Province Florida
• Country United States

Job Description

Principal Premium Services Engineer – Enterprise On‑Site Support

We’re growing our Premium Services organization and seeking a customer‑obsessed, technically elite Principal Engineer to partner directly with enterprise clients. In this role, you’ll be the trusted expert they rely on to diagnose, resolve, and prevent complex network and application issues across large‑scale, mission‑critical environments. If you thrive on solving hard problems, enjoy fast‑moving customer engagements, and want to work alongside top‑tier engineers, this is a high‑impact opportunity.

As a Principal Premium Services Engineer, you ensure customers maintain continuous access to the performance intelligence that powers their business. You’ll work hands‑on across a wide technical landscape — including servers and operating systems, multi‑tier applications, virtualization platforms, voice/video systems, cloud architectures, security frameworks, and big‑data technologies.

This role demands a proactive mindset, strong ownership, and the ability to collaborate seamlessly with both customers and internal teams. When you bring initiative, curiosity, and technical depth, you’ll quickly see how your work drives measurable outcomes for the customer, the team, and the business.

Requirements

BasicQualifications/Skills:

• Collaboratewith customers to troubleshoot and resolve complex network and productrelated issues
• Interfacewith our world‑class support, development, and SQA teams to identify andto resolve product issues and performance concerns
• UtilizingNETSCOUT's Knowledge Management database to research solutions and developtechnical content such as tips, troubleshooting guides, and best practices.
• Provideguidance to customers on network management strategies and best practicesusing NETSCOUT product suite
• Deliverhigh-quality, hands-on support while representing NETSCOUT withprofessionalism and technical expertise.

PreferredQualification/Skills:

• Bachelor’sDegree in Computer Science/Network Security related field or equivalentdiscipline
• 7+years in network management supporting external enterprise customers
• 2+years in high touch or managed customer support environment
• Provenexpertise in customer relationship and management
• Experiencein enterprise or service provider network management environmentspreferred.
• Experienceworking onsite at customer locations and cooperatively with HQ teams
• Demonstratedability to identify and resolve complex network and systems issues
• CiscoCertification (CCNA minimum, CCNP preferred)
• LinuxCertification (RHCSA or equivalent)
• Knowledgeof Windows and Linux operating system environments
• Demonstratedability to write clear technical documentation and contribute to internalknowledge bases.
• Strongattention to detail and the ability to manage multiple taskssimultaneously.
• Abilityto travel up to 25%
• ProjectManagement Certification (PMP) is preferred
• VMwareCertification is a preferred
• DellDOSD (Onsite Server Hardware Support) Certification is preferred

• Generous vacation package
• Equity
• Matching 401k plan
• 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