Principal Technical Support Engineer; Top Secret​/SCI Clearance Required

Overview

Principal Technical Support Engineer - OSE Federal - Active Top Secret/SCI Clearance Required

NETSCOUT is an elite team of trailblazers, innovators, and problem solvers protecting the connected world from cyberattacks and performance disruptions through our visibility platform and scale technology.

We are Guardians of the Connected World. We are looking for exceptional talent to join our team.

NETSCOUT has been helping the world's largest organizations solve their most complex digital challenges for more than 40 years. NETSCOUT unlocks insight at scale—from every data packet to the broadest view of global internet traffic—so the world's essential organizations can solve problems faster, transform their digital ecosystems, and stay secure.

We are expanding and looking for a highly skilled, customer-focused Principal Premium Services Engineer to work on-site with enterprise clients, solving complex network and application issues using innovative technologies. If you are driven by technical challenges, thrive in fast-paced environments, and enjoy collaborating with world-class engineers and customers, this opportunity is for you.

As a Principal Premium Services Engineer, you will help ensure our customers have uninterrupted access to the critical performance data they rely on. This role requires a deep and broad technical skill set, including server and OS support, multi-tiered applications, virtualization, voice/video, cloud platforms, security, and big data. This is a proactive, self-motivated role that also benefits from strong teamwork. You will have opportunities to grow our team, the business, and our customers' business.

• Collaborate with customers to troubleshoot and resolve complex network and product-related issues.
• Interface with support, development, and SQA teams to identify and resolve product issues and performance concerns.
• Utilize NETSCOUT's Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
• Provide guidance to customers on network management strategies and best practices using the NETSCOUT product suite.
• Deliver high-quality, hands-on support while representing NETSCOUT with professionalism and technical expertise.

• Active Top Secret/SCI Clearance Required
• CompTIA Security+ required; CISSP Certification beneficial
• Bachelor's Degree in Computer Science/Network Security or related field, or equivalent
• 7+ years in network management supporting external enterprise customers
• 2+ years in high-touch or managed customer support environment
• Proven ability to manage customer relationships
• Experience in enterprise or service provider network management environments preferred
• Experience working onsite at customer locations with HQ teams
• Ability to identify and resolve complex network and systems issues
• Cisco Certification (CCNA minimum, CCNP preferred)
• Linux Certification (RHCSA or equivalent)
• Knowledge of Windows and Linux operating systems
• Strong technical writing skills and contribution to internal knowledge bases
• Strong attention to detail and ability to manage multiple tasks
• Travel up to 25%
• Project Management Certification (PMP) preferred
• VMware Certification preferred
• Dell DOSD (Onsite Server Hardware Support) Certification preferred

Maryland

NETSCOUT fosters a workplace where everyone feels valued and empowered to contribute. We support diverse perspectives and provide opportunities for professional development. Benefits include: generous vacation, equity, matching 401k, tuition reimbursement, medical and dental coverage, domestic partner benefits, HSA/HRA options, life and disability benefits, and volunteer/charitable matching programs.

The annual US salary range for this role is $100,000 to $125,000. This range is NETSCOUT's good faith estimate at posting; actual compensation may vary by education, experience, and location. The posted salary range may span multiple career levels; final compensation and level will be determined during the interview process.

Net Scout Systems, Inc. is an EEO/Affirmative Action Employer.