Principal Technical Support Engineer

Maetz Consulting, LLC•Miami, FL

3d•$110,000 - $130,000•Onsite

About The Position

We’re growing our Premium Services organization and seeking a customer‑obsessed, technically elite Principal Engineer to partner directly with enterprise clients. In this role, you’ll be the trusted expert they rely on to diagnose, resolve, and prevent complex network and application issues across large‑scale, mission‑critical environments. If you thrive on solving hard problems, enjoy fast‑moving customer engagements, and want to work alongside top-tier engineers, this is a high‑impact opportunity. As a Principal Premium Services Engineer, you ensure customers maintain continuous access to the performance intelligence that powers their business. You’ll work hands‑on across a wide technical landscape — including servers and operating systems, multi‑tier applications, virtualization platforms, voice/video systems, cloud architectures, security frameworks, and big‑data technologies. This role demands a proactive mindset, strong ownership, and the ability to collaborate seamlessly with both customers and internal teams. When you bring initiative, curiosity, and technical depth, you’ll quickly see how your work drives measurable outcomes for the customer, the team, and the business.

Requirements

Proven expertise in customer relationship and management
Experience working onsite at customer locations and cooperatively with HQ teams
Demonstrated ability to identify and resolve complex network and systems issues
Demonstrated ability to write clear technical documentation and contribute to internal knowledge bases.
Strong attention to detail and the ability to manage multiple tasks simultaneously.
Ability to travel up to 25%

Nice To Haves

Bachelor’s Degree in Computer Science/Network Security related field or equivalent discipline
7+ years in network management supporting external enterprise customers
2+ years in high touch or managed customer support environment
Experience in enterprise or service provider network management environments preferred.
Cisco Certification (CCNA minimum, CCNP preferred)
Linux Certification (RHCSA or equivalent)
Knowledge of Windows and Linux operating system environments
Project Management Certification (PMP) is preferred
VMware Certification is a preferred
Dell DOSD (Onsite Server Hardware Support) Certification is preferred

Responsibilities

Collaborate with customers to troubleshoot and resolve complex network and product related issues
Interface with our world-class support, development, and SQA teams to identify and to resolve product issues and performance concerns
Utilizing NETSCOUT's Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
Provide guidance to customers on network management strategies and best practices using NETSCOUT product suite
Deliver high-quality, hands-on support while representing NETSCOUT with professionalism and technical expertise.