sr technical 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.

The Sr. Support Engineer is a customer-focused technical expert responsible for resolving complex networking and product issues across assigned accounts. This role supports customers through phone and email queues, leads high-priority escalations, and partners with QA, Sustaining, and other internal teams to drive issues to resolution. The engineer also manages RMA activities, documents major issues, and communicates operational status to stakeholders. By combining strong troubleshooting expertise with effective collaboration and communication, this role helps deliver timely resolutions and high levels of customer satisfaction.

What You’ll Do

• Provide technical support to assigned customers through phone and email queues, troubleshooting product and networking issues through resolution.
• Analyze, reproduce, and troubleshoot customer issues across Layer 2 and Layer 3 technologies, developing workarounds when appropriate.
• Apply strong operating and troubleshooting knowledge of Ethernet, TCP/IP, OSPF, Layer 2 and Layer 3 VPNs, multicast protocols, VLANs, trunks, stacking, service provider technologies, and GTP correlation.
• Use network test equipment, including Spirent and IXIA, to investigate and validate technical issues.
• Manage high-priority escalations, coordinate action plans, and drive issues to completion while keeping customers and internal stakeholders informed.
• Document and report the status of major issues, operational conditions, customer concerns, and related activities.
• Manage RMA processes, including coordinating equipment delivery to customers and ensuring returned hardware is shipped from customer locations to Gigamon.
• Collaborate with QA, Sustaining, and other cross-functional teams to communicate customer requirements and concerns and advocate for timely problem resolution.
• Contribute to the analysis and reporting of customer satisfaction related to Gigamon products, services, and processes.
  
  

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].

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