Principal Technical Support Engineer - (Allen, TX)

NETSCOUT Systems, Inc.; Allen (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Principal Technical Support Engineer, where you'll be at the forefront of protecting the connected world. This role involves troubleshooting complex network issues, collaborating with top-tier teams, and guiding customers on best practices. With a focus on customer satisfaction and network performance, you'll leverage your expertise in network management and problem-solving. Enjoy a dynamic work environment that values your contributions and offers ample opportunities for professional growth. If you're ready to make a significant impact in a thriving industry, this position is perfect for you.

Benefits

Generous vacation package

Equity

Matching 401k plan

Tuition reimbursement

Attractive medical and dental coverage

Domestic partner benefits

Health and Dependent Care spending accounts

Life and Disability Benefits

Volunteer Time Off

Matching Charitable Gifts

Qualifications

• 7+ years in network management supporting external customers.
• Strong technical background and problem-solving skills required.

Responsibilities

• Troubleshoot and resolve complex network issues for customers.
• Collaborate with internal teams to address technical challenges.

Skills

Network Management

Problem-Solving

Customer Relationship Management

Multitasking

Technical Writing

Education

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Network Security

Tools

Windows

Unix

Linux

Job description

Refer Save Apply

Job ID: 005081

NETSCOUT is seeking a Principal Technical Support Engineer to work in Allen, TX.

Description:

Principal Technical Support Engineer

At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology.

We are Guardians of the Connected World. We are looking for exceptional talent to join our team.

About NETSCOUT

NETSCOUT has been helping the world’s largest organizations solve their most complex digital challenges for more than 40 years.

NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world’s essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters – and stay unstoppable for a world that relies on them every second.

About the opportunity:

We are seeking a highly skilled Principal Technical Support Engineer to provide exceptional technical support and expertise to our customers. In this role, you will troubleshoot and resolve complex network and product issues, collaborate with internal teams to address technical challenges, and advise customers on network management best practices using NETSCOUT's suite of products.

As a critical part of our customer support team, you will play a key role in ensuring customer satisfaction and optimizing network performance. This position requires a strong technical background, excellent problem-solving skills, and the ability to manage multiple priorities effectively.

Basic Qualifications/Skills:

• Collaborate with customers to troubleshoot and resolve complex network and product-related issues.
• Interface with world-class support, development, and SQA teams to identify and resolve product challenges.
• Research and develop technical tips and solutions using NETSCOUT’s Knowledge Management database.
• Provide customers with guidance on network management best practices leveraging the NETSCOUT product suite.

Preferred Qualification/Skills:

• At least 7 years of experience in network management supporting external customers.
• Minimum 2 years in critical and managed customer care roles.
• Proven expertise in customer relationship management and support.
• Strong background in network management, including experience with RAN.
• Knowledge of Windows, Unix, and Linux operating systems (Linux certification preferred).
• Demonstrated ability to identify and resolve complex network issues.
• Experience writing technical articles and contributing to a knowledge base.
• Strong multitasking abilities with keen attention to detail.
• Proven ability to work remotely and effectively collaborate with HQ teams.
• Ability to travel up to 10%

Education:

Bachelor’s Degree in Computer Science, Network Security, or a related field.

Certifications (Preferred):

• Project Management Certification (PMP)
• Server Hardware Support Certification (Dell DOSD)
• VMware Certification

Location:

On-site in Allen, TX

Working at NETSCOUT

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. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs. We offer a compensation package that includes the following benefits:

• Generous vacation package
• Equity
• Matching 401k 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

Requirements:

Education: Bachelor’s Degree (or equivalent work experience)

Job Type: Full-Time

Location: US-TX-ALLEN

Preferred Language: English