Sr Technical Support Engineer

What you'll do:

• Provide advanced technical support to assigned customers through phone and email support queues.
• Troubleshoot, reproduce, and develop workarounds for complex product and networking issues.
• Apply strong knowledge of Ethernet, TCP/IP, OSPF, Layer 2 and Layer 3 VPNs, multicast protocols, VLANs, trunks, switching, stacking, and service provider technologies.
• Troubleshoot GTP correlation issues and use network test equipment, including Spirent and IXIA.
• Manage hot escalations and drive customer issues through resolution while maintaining clear communication with all involved parties.
• Document and report the status of major issues, operational conditions, customer concerns, and resolution activities.
• Coordinate RMA processes, including equipment delivery to customers and the return of hardware from customer locations to Gigamon.
• Collaborate with Quality Assurance, Sustaining Engineering, and other internal organizations to communicate customer requirements and advocate for timely resolutions.
• Analyze and report on customer satisfaction related to Gigamon products, services, and processes.
• Participate in customer support center activities and contribute to consistent, high-quality support operations.

What you've done:

• Earned a bachelor's degree in a relevant technical field.
• Gained at least four years of technical service or technical support experience in networking.
• Built strong working knowledge across Layer 2 and Layer 3 networking technologies.
• Demonstrated experience troubleshooting customer issues, reproducing problems, and developing effective workarounds.
• Managed technical escalations and coordinated complex issues across multiple internal teams.
• Worked directly with customers to resolve technical issues and improve customer satisfaction.
• Developed strong project management, problem-solving, and analytical skills.
• Demonstrated the ability to document, analyze, and report on technical issues and customer feedback.

Who you are:

• A customer-focused technical professional who advocates for timely and effective resolutions.
• An empowered self-starter who works effectively in a fast-paced, dynamic environment.
• A clear and confident communicator with strong verbal, written, and presentation skills in English.
• An active listener who builds productive relationships with customers and cross-functional teams.
• An organized professional who can prioritize responsibilities and meet deadlines.
• A collaborative partner who takes initiative, adapts to changing priorities, and works with limited supervision.