Principal Customer Sucess Engineer

NETSCOUT is seeking a Principal Customer Success Engineer for its Services Team. The role ensures customers have access to critical data by troubleshooting complex network and product issues, coordinating with internal teams, and advising customers on network management best practices.

Responsibilities:

• Work with customers to troubleshoot and resolve complex network and product issues
• Interface with our world-class support, development and SQA teams to identify and to resolve product issues
• Utilizing NETSCOUT's Knowledge Management database, research & develop technical tips and solutions
• Advise customer on network management best practices using NETSCOUT product suite

Requirements:

• A very broad knowledge and a love for learning is required for this position from server OS support, through multi-tiered application understanding, voice/video, VMware, Cloud, security and big data
• Self-motivation is required as this is a very proactive position, but you must also have proven success working as part of a team
• Must have clear oral and written communications skills
• Excellent customer communication and interaction skills with Enterprise customers
• Public Trust required
• Bachelor's Degree in Computer Science/Network Security or equivalent discipline
• Minimum of 7 years in network management supporting external customers
• 2 plus years in critical and managed customer care
• Proven expertise in customer relationship and management
• Demonstrated ability to identify and resolve complex network problems
• Cisco Certification (CCNA minimum
• CCNP preferred)
• Linux Certification (RHTC minimum)
• Knowledge of Windows and Unix operating system environments
• Ability to write technical articles outlining problems resolution and troubleshooting steps contribute knowledge to the knowledge base)
• Ability to multi-task with strong attention to detail
• Network Management experience in environment preferred