Technical Support Engineer

AtGigamon,ourpurposeistoprotectthehybridnetworksanddataofthelargest,most complexorganizationsontheplanet.CertifiedasaGreatPlacetoWork,weofferadeep observability pipeline that efficiently delivers network-derived intelligence to cloud,

security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enablingthemtobettersecureandmanagetheirhybridcloudinfrastructure.Gigamon

hasservedmorethan4,000customersworldwide,includingover80percentofFortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of

governmentsandeducationalorganizations.

The Sr. Support Engineer (I.C.) provides advanced technical support to customers using Gigamon solutions. This role troubleshoots complex networking issues across Layer 2 and Layer 3 technologies, manages escalations through resolution, and partners with internal teams to address customer concerns. The engineer also supports RMA

coordination, issue documentation, and customer satisfaction analysis. Success in this role requires strong technical depth, effective cross-functional collaboration, and a

customer-focusedapproachto problemresolution.

Whatyou’lldo

• Provideadvancedtechnicalsupporttoassignedcustomersthroughphoneand email support queues.
• Troubleshoot,reproduce,anddevelopworkaroundsforcomplexproductand networking issues.
• ApplystrongknowledgeofEthernet,TCP/IP,OSPF,Layer2andLayer3VPNs, multicast protocols, VLANs, trunks, switching, stacking, and service provider technologies.
• TroubleshootGTPcorrelationissuesandusenetworktestequipment,including Spirent and IXIA.
• Managehotescalationsanddrivecustomerissuesthroughresolutionwhile maintaining clear communication with all involved parties.
• Document andreportthestatus ofmajorissues,operationalconditions, customer concerns, and resolution activities.
• Coordinate RMA processes, including equipment delivery tocustomers and the return of hardware from customer locations to Gigamon.
• Collaborate with Quality Assurance, Sustaining Engineering, and other internal organizationstocommunicatecustomerrequirementsandadvocatefortimely resolutions.
• AnalyzeandreportoncustomersatisfactionrelatedtoGigamonproducts, services, and processes
• Participate in customer support center activities and contribute to consistent, high-quality support operations.

Whatyou’vedone

• Earnedabachelor’sdegreeinarelevanttechnicalfield.
• Gained at least three years of technical serviceor technical support experience in networking.
• BuiltstrongworkingknowledgeacrossLayer2andLayer3networking technologies.
• Demonstrated experience troubleshooting customer issues, reproducing problems, and developing effective workarounds.
• Managedtechnicalescalationsandcoordinatedcomplexissuesacrossmultipleinternalteams.
• Worked directlywithcustomerstoresolvetechnicalissuesandimprove customersatisfaction.
• Developedstrongprojectmanagement,problem-solving,andanalyticalskills.
• Demonstratedtheabilitytodocument,analyze,andreportontechnicalissues and customer feedback.

Whoyouare

• A customer-focused technical professional who advocates for timely and effectiveresolutions.
• Anempoweredself-starterwhoworkseffectivelyinafast-paced,dynamic environment.
• Aclearandconfidentcommunicatorwithstrongverbal,written,and presentation skills in English.
• An active listener who builds productive relationships with customers and cross-functionalteams.
• Anorganizedprofessionalwhocanprioritizeresponsibilitiesandmeet deadlines.
• Acollaborativepartnerwhotakesinitiative,adaptstochangingpriorities,and works with limited supervision.