Principal Customer Sucess Engineer
About The Position
NETSCOUT is seeking a Customer Success Engineer to join its expanding Services Team and work with customers, engineers, and cutting-edge technologies. The role’s primary responsibility is to ensure customers have access to the critical data needed to support their business objectives. It requires broad technical knowledge and a willingness to learn across server operating systems, multi-tier applications, voice and video, VMware, cloud, security, and big data. The position is proactive and requires both self-motivation and a proven ability to work as part of a team. The position is onsite in Ashburn, Virginia, and may require travel up to 25%. A Public Trust is required. The annual U.S. salary range is $94,500 to $130,000. NETSCOUT offers professional development opportunities and a benefits package that includes vacation, equity, retirement matching, tuition reimbursement, medical and dental coverage, spending and savings accounts, life and disability benefits, and volunteer and charitable-giving programs.
Requirements
- Public Trust required.
- Bachelor’s degree in Computer Science, Network Security, or an equivalent discipline.
- At least 7 years of experience in network management supporting external customers.
- At least 2 years of experience in critical and managed customer care.
- Proven expertise in customer relationship and management.
- Demonstrated ability to identify and resolve complex network problems.
- Cisco certification at CCNA minimum.
- Linux certification at RHTC minimum.
- Knowledge of Windows and Unix operating system environments.
- Ability to write technical articles detailing problem resolution and troubleshooting steps and contribute to the knowledge base.
- Ability to multitask with strong attention to detail.
- Clear oral and written communication skills, including excellent customer communication and interaction skills with enterprise customers.
- Experience working remotely while cooperating with headquarters.
Nice To Haves
- Network management experience in an environment is preferred.
- CCNP certification preferred.
- Security+ and/or CISSP certifications are a plus.
- Project Management Certification (PMP) is a plus.
- Server Hardware Support Certification (Dell DOSD) is a plus.
- VMware certification is a plus.
Responsibilities
- Work with customers to troubleshoot and resolve complex network and product issues.
- Interface with support, development, and SQA teams to identify and resolve product issues.
- Research and develop technical tips and solutions using NETSCOUT’s Knowledge Management database.
- Advise customers on network management best practices using the NETSCOUT product suite.
- Write technical articles outlining problem resolution and troubleshooting steps, and contribute knowledge to the knowledge base.
- Travel up to 25%.
Benefits
- Generous vacation package.
- Equity.
- Matching 401k plan.
- Tuition reimbursement.
- Medical and dental coverage options.
- Domestic partner benefits.
- Health and Dependent Care spending accounts and Health Savings Account options.
- Life and disability benefits.
- Volunteer Time Off and matching charitable gifts.
- Professional development opportunities, including individual, management, and leadership training and development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
