Sr Technical Support Engineer

Provide advanced technical support to assigned customers through phone and email support queues.

Troubleshoot, reproduce, and develop workarounds for complex product and networking issues.

Apply strong knowledge of Ethernet, TCP/IP, OSPF, Layer 2 and Layer 3 VPNs, multicast protocols, VLANs, trunks, switching, stacking, and service provider technologies.

Troubleshoot GTP correlation issues and use network test equipment, including Spirent and IXIA.

Manage hot escalations and drive customer issues through resolution while maintaining clear communication with all involved parties.

Document and report the status of major issues, operational conditions, customer concerns, and resolution activities.

Coordinate RMA processes, including equipment delivery to customers and the return of hardware from customer locations to Gigamon.

Collaborate with Quality Assurance, Sustaining Engineering, and other internal organizations to communicate customer requirements and advocate for timely resolutions.

Analyze and report on customer satisfaction related to Gigamon products, services, and processes.

Participate in customer support center activities and contribute to consistent, high-quality support operations.

Earned a bachelor’s degree in a relevant technical field.

Gained at least four years of technical service or technical support experience in networking.

Built strong working knowledge across Layer 2 and Layer 3 networking technologies.

Demonstrated experience troubleshooting customer issues, reproducing problems, and developing effective workarounds.

Managed technical escalations and coordinated complex issues across multiple internal teams.

Worked directly with customers to resolve technical issues and improve customer satisfaction.

Developed strong project management, problem-solving, and analytical skills.

Demonstrated the ability to document, analyze, and report on technical issues and customer feedback.

A customer-focused technical professional who advocates for timely and effective resolutions.

An empowered self-starter who works effectively in a fast-paced, dynamic environment.

A clear and confident communicator with strong verbal, written, and presentation skills in English.

An active listener who builds productive relationships with customers and cross-functional teams.

An organized professional who can prioritize responsibilities and meet deadlines.

A collaborative partner who takes initiative, adapts to changing priorities, 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] .

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] .