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Technical Support Engineer

Location: Allen
Posted on: June 20, 2022

Job Description:

Sr Technical Support EngineerThe Professional Services Engineer is responsible for providing remote and onsite Post sales technical support to service provider and enterprise customers of Netscout Arbor security products.Specific Job Duties and Responsibilities

  • Design, Implementation, troubleshooting, diagnosing and resolving technical customer issues associated with Netscout Arbor security products, remote or onsite at the customer premises.
  • Replicating and testing customer configurations in a lab environment - remote or onsite
  • Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers
  • Providing informal and/or formal training on Netscout products to the customer's staff - remote or onsite
  • Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
  • Tuning and Optimizing the Netscout Arbor security products installed at the customers environment
  • Assisting with security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews) - remote or onsite
  • Assist with escalations of technical support tickets raised by Netscout Arbor customers
  • Creating and Testing Method Operating Procedures (MOPs) prior to customer maintenance activities on Netscout Arbor devices
  • Performing, as required, on-site upgrade activities or investigations of reported problems,
  • Providing feedback from customers to product management and engineering teams via appropriate systems
  • Maintaining on-call phone availability for critical escalations for customers
  • Generating customer-specific technical documentation, as needed
  • Some travel (between 30% - 50%) required - to customer sites and corporate.
  • Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.
  • Ability to Fluently Speak English is required; any other language is a benefit.NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT) is a market and technology leader of real-time service assurance and cybersecurity solutions for today's most demanding service provider, enterprise, and government networks. By providing "visibility without borders," NETSCOUT helps assure digital business services against disruptions in availability, performance, and security, through its patented smart data technology.Headquartered in Westford, Massachusetts, NETSCOUT has approximately 2,500 employees with offices across the globe. NETSCOUT serves the Global 5000 enterprise community as well as government agencies and telecommunications service providers.Life at NETSCOUT has been built on the culture of collaboration and diversity, we want all our employees to feel appreciated and valued. These words are the life and soul of our company. We're passionate about creating an inclusive workplace.To find out more about working for NETSCOUNT see below link: Information:The people behind our products are responsible for our company's success, and we take your career ambitions seriously. At NETSCOUT you'll enjoy a competitive compensation plus a benefits package working alongside some fantastic people who generally care.Our Recruitment process is designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.NETSCOUT Systems, Inc. is an EEO/Affirmative Action Employer.

Keywords: NETSCOUT, Allen , Technical Support Engineer, IT / Software / Systems , Allen, Texas

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