At NetScout Systems, we have an appreciation for knowledge. If you're eager to apply your talent and drive, you will quickly discover that you can make a difference. We're looking for highly skilled individuals with the ambition it takes to achieve quality results.
We currently have opening for Inside Service Engineer (ISE) to join our Support Team to manage our largest and most active accounts. Responsibilities include researching and supporting cutting edge technology, in a fast-paced environment; Supporting all customers while providing critical support and management for strategic customers and; Working with developers and support engineers providing world-class customer service to resolve issue.
The position location can be either in San Jose, CA or Westford, MA.
* Remotely troubleshoot and resolve complex product issues using the latest technology * Interface with Engineering and SQA to resolve complex product issues * Advise customers on network management best practices using NetScout product suite * Provide documented in-depth technical solutions for customer and other engineers * Manage caseload within published service level agreements (SLAs) * Provide best practice documentation on Network Management with our product * Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure * Provide account focused support for selected customers * Responsibility for multiple high visibility vertical specific accounts
* Degree in Computer Science or related technology * 5 plus years in network management, supporting external customers * 1 plus years critical customer management customer care * MCSE and/or CCNA certification desired; Linux administration helpful * Superior technical writing skills * Ability to multi-task with strong attention to detail * Solid problem solving skills * Proven effective oral and written skills * Process focused and self-motivated * Exceptional organization, time management and technical writing skills * Ability to work efficiently and effectively on complex customer issues within tight time constraints * Ability to cover customer business hours of work 11:30 to 08:30 pm (ET) * Bi-Lingual skills English/Spanish a plus * Working knowledge of all standard office suite applications and database management * Government Security Clearance Required*
Location: MA - Westford, US-Massachusetts (MA), United States (US)
Activation Date: Monday, March 11, 2019
Expiration Date: Thursday, August 1, 2019
NetScout is a provider of business assurance, cyber security and business intelligence products.