Technical Support Engineer - 2nd Shift Netscout
Westford, MA

Job Description

Description:

NETSCOUT | Arbor is seeking technical customer service professionals to join our Global ATAC, (Arbor Technical Assistance Center). The Technical Support Engineer is responsible for providing pre and post-sales support to NETSCOUT| Arbor service provider customers and partners worldwide.

2nd Shift:

This is a second shift position. It is a 4x10 shift that provides partial weekend coverage. It would be scheduled to work Sunday - Wednesday 11am-9pm Eastern time.

Specific Duties and Responsibilities

The Technical Support Engineer relies on experience and judgment to plan and perform a variety of tasks for the team. Specifically, the Technical Support Engineer II is responsible for providing pre and post-sales support for customers, end users, resellers, and support partners.

These responsibilities include:

Troubleshooting, diagnosing and resolving technical customer issues associated with Arbor Networks' equipment.

Handling and Resolving new customer cases via Support CRM System

Replicating issues and testing customer configurations in a lab environment,

Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.

Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.

Performing remote upgrade activities.

Providing feedback from customers to product management and engineering teams via appropriate systems

Handling customer technical escalations

Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.

Participating in the normal ATAC off-hours on-call rotation.

Traveling, as required, to customer sites to resolve customer issues

Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.

Outstanding customer service and advanced written and verbal communications skills.

Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.

Experience and Educational Requirements

The position of Technical Support Engineer requires:

Bachelor's Degree and 2+ year's experience in technical support functions with strong fundamental understanding of telecom network and routing environments.

Intermediate knowledge of Linux and/or Solaris Operating System.

Advanced Networking Skills Required - This includes strong understanding of the protocols surrounding IP service provider networks. These skills should include: a. TCP/IP fundamentals, b. IP subnetting and supernetting and hierarchical routing principles, c. Routing protocol operation (OSPF, IS-IS, and BGP-4), d. Routing policies at BGP peering points, e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.), f. Hands on configuration experience with Cisco and Juniper switches and routers preferred.

Understanding of TCP Protocols protected by the Arbor Solution - Web (HTTP, HTTPS), API (SOAP, XML, REST), Email (POP/POP3, SMTP, IMAP/IMAP4), Database (MySQL, MS SQL, Oracle) & Other (Telnet, SSH, FTP). Have a solid knowledge of these protocols, how they are used.

Knowledge of and/or ability to learn up to intermediate level of python in order to be able to identify potential issues/bugs in source code for Development

Special Skills or Physical Demands

The job of Technical Support Engineer also requires:

Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.

Outstanding customer service and advanced written and verbal communications skills.

Participation in the Support Off-Hours On-Call rotation is required.

Strong multitasking skills.

Strong Interpersonal, Teamwork, process development skills.

Strong analytical/critical thinking skills.

Ability to work across multiple hardware and software platforms.

Provide leadership and issue management on large customer outage calls.

Location: MA - Westford, MI - Ann Arbor

Activation Date: Monday, July 1, 2019

Expiration Date: Tuesday, October 1, 2019

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