Staff Support Engineer

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.