Technical Support Engineer

Description

AtGigamon,ourpurposeistoprotectthehybridnetworksanddataofthelargest,most complexorganizationsontheplanet.CertifiedasaGreatPlacetoWork,weofferadeep 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, enablingthemtobettersecureandmanagetheirhybridcloudinfrastructure.Gigamon

hasservedmorethan4,000customersworldwide,includingover80percentofFortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of

governmentsandeducationalorganizations.

The Sr. Support Engineer (I.C.) provides advanced technical support to customers using Gigamon solutions. This role troubleshoots complex networking issues across Layer 2 and Layer 3 technologies, manages escalations through resolution, and partners with internal teams to address customer concerns. The engineer also supports RMA

coordination, issue documentation, and customer satisfaction analysis. Success in this role requires strong technical depth, effective cross-functional collaboration, and a

customer-focusedapproachto problemresolution.

Whatyou’lldo:

• Provideadvancedtechnicalsupporttoassignedcustomersthroughphoneand email support queues.
• Troubleshoot,reproduce,anddevelopworkaroundsforcomplexproductand networking issues.
• ApplystrongknowledgeofEthernet,TCP/IP,OSPF,Layer2andLayer3VPNs, multicast protocols, VLANs, trunks, switching, stacking, and service provider technologies.
• TroubleshootGTPcorrelationissuesandusenetworktestequipment,including Spirent and IXIA.
• Managehotescalationsanddrivecustomerissuesthroughresolutionwhile maintaining clear communication with all involved parties.
• Document andreportthestatus ofmajorissues,operationalconditions, customer concerns, and resolution activities.
• Coordinate RMA processes, including equipment delivery tocustomers and the return of hardware from customer locations to Gigamon.
• Collaborate with Quality Assurance, Sustaining Engineering, and other internal organizationstocommunicatecustomerrequirementsandadvocatefortimely resolutions.
• AnalyzeandreportoncustomersatisfactionrelatedtoGigamonproducts, services, and processes
• Participate in customer support center activities and contribute to consistent, high-quality support operations.

Whatyou’vedone:

• Earnedabachelor’sdegreeinarelevanttechnicalfield.
• Gained at least three years of technical serviceor technical support experience in networking.
• BuiltstrongworkingknowledgeacrossLayer2andLayer3networking technologies.
• Demonstrated experience troubleshooting customer issues, reproducing problems, and developing effective workarounds.
• Managedtechnicalescalationsandcoordinatedcomplexissuesacrossmultipleinternalteams.
• Worked directlywithcustomerstoresolvetechnicalissuesandimprove customersatisfaction.
• Developedstrongprojectmanagement,problem-solving,andanalyticalskills.
• Demonstratedtheabilitytodocument,analyze,andreportontechnicalissues and customer feedback.

Whoyouare:

• A customer-focused technical professional who advocates for timely and effectiveresolutions.
• Anempoweredself-starterwhoworkseffectivelyinafast-paced,dynamic environment.
• Aclearandconfidentcommunicatorwithstrongverbal,written,and presentation skills in English.
• An active listener who builds productive relationships with customers and cross-functionalteams.
• Anorganizedprofessionalwhocanprioritizeresponsibilitiesandmeet deadlines.
• Acollaborativepartnerwhotakesinitiative,adaptstochangingpriorities,and works with limited supervision.

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].