Staff Support Engineer

Description

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

We are looking for a Technical Staff Support Engineer to work as part of EMEA/APAC technical Support team and across all functional areas of the company to help resolve customer issues and achieve high levels of customer satisfaction.  The right candidate will be an empowered self-starter familiar with working in a fast pace environment.   The position will have the responsibility to liaison between Global Support and Sustaining Engineering to timely resolve technical issues and to analyze and report on customer satisfaction of products, services, and processes. Mandatory to possess Excellent Customer handling and spoken & written English language skills to effectively communicate with regional customers and Partners.

What You’ll Do

• Active participant in the customer support center to assist Global Support team with customer escalations, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
• Ability to work with Sustaining and QA to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution.
• Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop.
• Create knowledge Articles from case engagements and share knowledge via TOI and Webinars to support team.
• Ability to maintain the quality of Escalations into Sustaining Engineering
  
  

What You’ve Done

• Proficient in written and spoken English for Business communication with Global customers and Partners.
• Good to have – Korean/Mandarin/Japanese/Spanish/Portuguese/French/German Language to communicate with regional customers and partners through phone call or e-mail.
• 5-7 yrs Technical experience in Networking Support/SE or Security or QA/Sustaining environments.
• Strong operating and troubleshooting knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Netflow/IPFIX, Deep Packet Inspection, Security (Authentication, Inline, SSL/TLS, Encryption/Decryption) and Test Equipment such as Spirent and IXIA.
• Good Hands-on experience with any/all Virtualization/cloud technology (VmWare, Azure, AWS etc.).
• Experience in writing Knowledge base Articles and a strong believer for Knowledge Centric Support
• Possess excellent customer handling skills to deliver top notch Customer experience for global customers
• Must have good project management, problem resolution and analytical skills.
• Must have a very strong customer focus.
• BS/Masters in Computer Science or Engineering.
  
  

Who You Are

• Fun to work with, fostering positive interactions with customers and team members.
• Preferred certifications (CCNA/CCNP/CCIE – Networking or Security, CISSP, VCP (VMware), AWS/Azure administrator).
• Willing to work in EMEA & APAC shift timings.
• Willing to participate in Weekend Rotation shifts.
• Willing to travel if required for onsite customer engagements.
  
  

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. For more information, please refer to Know Your Rights: Workplace Discrimination is Illegal.

We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at (669) 240-2248.

If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. These tools are designed to assess job-related qualifications only and do not make final hiring decisions; human reviewers remain involved in the process. Further, Gigamon uses Jobvite, developed by Employ, to screen and evaluate all Gigamon applicant resumes. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. For questions, contact [email protected]. You have the right to request reasonable accommodation; to do so, please send a message to [email protected].