Principal Technical Support Engineer - Active Top Secret/SCI Clearance Required

Company•Columbia, DC

20h•Onsite

About The Position

NETSCOUT is seeking a Principal Technical Support Engineer to join their OSE Federal team. This role requires an active Top Secret/SCI clearance and involves working on-site with enterprise clients to solve complex network and application issues using innovative technologies. The Principal Premium Services Engineer will ensure customers have uninterrupted access to critical performance data, requiring a deep technical skill set including server and OS support, multi-tiered applications, virtualization, voice/video, cloud platforms, security, and big data. This is a proactive position that requires both self-motivation and proven success working as part of a team. The role offers the opportunity to make a difference, grow the team, the business, and the customer's business.

Requirements

Active Top Secret/SCI Clearance Required
CompTIA Security+ required
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
Proven expertise in customer relationship and management
Demonstrated ability to identify and resolve complex network and systems issues
Linux Certification (RHCSA or equivalent)
Knowledge of Windows and Linux operating system environments
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%
Bachelors (or equivalent work experience)
English

Nice To Haves

CISSP Certification beneficial
Experience in enterprise or service provider network management environments preferred.
Experience working onsite at customer locations and cooperatively with HQ teams
Cisco Certification (CCNA minimum, CCNP preferred)
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.