Staff Technical 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

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

Requirements

• 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

Core Competencies

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.