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Highly Skilled Network Support Specialist
hace 1 mes
Gigamon, a leading provider of network visibility and analytics solutions, is seeking a highly skilled Network Support Engineer to join our team.
The ideal candidate will have excellent problem-solving skills, the ability to work in a fast-paced environment, and a strong passion for delivering exceptional customer support.
Job Summary:We are looking for a technical expert who can provide world-class support to our customers and partners. As a Network Support Engineer, you will be responsible for troubleshooting complex network issues, resolving product defects, and collaborating with cross-functional teams to drive process improvements.
About Us:Gigamon protects the hybrid networks and data of the largest, most complex organizations on the planet. Our deep observability pipeline efficiently delivers network-derived intelligence to cloud, security, and observability tools, helping our customers eliminate security blind spots, optimize network traffic, and reduce tool cost and complexity.
Responsibilities:- Deliver top-tier user support experience using Salesforce Service Cloud software.
- Interact with customers/partners using our case management system, phone, email, and/or shared screen sessions.
- Be the customer's contact for providing accurate and creative technical solutions to user-reported problems.
- Update and document issue details, steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
- Create and add to knowledge base articles in our knowledge base.
- Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features.
- Report defects to Engineering after lab replications, meeting Escalation standards.
- Work collaboratively within the Support organization to drive Support process improvements and initiatives.
- Participate in the on-call roster as necessary to provide support coverage outside of standard business hours and be available after-hours for emergencies.
- Bachelor's degree in Computer Science, Computer Technology, or related technical discipline, or equivalent professional technical experience.
- Advanced or fluent in English and Spanish (verbal and written).
- Minimum 5 years of technical support experience in either networking or security.
- Hands-on experience with L2 and L3 technologies, including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS.
- Solid knowledge of TCP/IP and OSI networking model.
- Excellent problem-solving and multitasking skills with the ability to organize and prioritize responsibilities effectively to meet deadlines.
We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
Location:This position requires living within 50 miles of Mexico City.
We are committed to a diverse, equitable, and inclusive workplace. Gigamon fosters a business culture dedicated to equitable hiring and celebrates people with diverse backgrounds, skills, perspectives, and experiences.
