Sr Technical Support Engineer

Job Summary

The Sr. Support Engineer is a customer-focused technical expert responsible for resolving complex networking and product issues across assigned accounts. This role supports customers through phone and email queues, leads high-priority escalations, and partners with QA, Sustaining, and other internal teams to drive issues to resolution. The engineer also manages RMA activities, documents major issues, and communicates operational status to stakeholders. By combining strong troubleshooting expertise with effective collaboration and communication, this role helps deliver timely resolutions and high levels of customer satisfaction.

Responsibilities

• Provide technical support to assigned customers through phone and email queues, troubleshooting product and networking issues through resolution.
• Analyze, reproduce, and troubleshoot customer issues across Layer 2 and Layer 3 technologies, developing workarounds when appropriate.
• Apply strong operating and troubleshooting knowledge of Ethernet, TCP/IP, OSPF, Layer 2 and Layer 3 VPNs, multicast protocols, VLANs, trunks, stacking, service provider technologies, and GTP correlation.
• Use network test equipment, including Spirent and IXIA, to investigate and validate technical issues.
• Manage high-priority escalations, coordinate action plans, and drive issues to completion while keeping customers and internal stakeholders informed.
• Document and report the status of major issues, operational conditions, customer concerns, and related activities.
• Manage RMA processes, including coordinating equipment delivery to customers and ensuring returned hardware is shipped from customer locations to Gigamon.
• Collaborate with QA, Sustaining, and other cross-functional teams to communicate customer requirements and concerns and advocate for timely problem resolution.
• Contribute to the analysis and reporting of customer satisfaction related to Gigamon products, services, and processes.

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