Technical Support Engineer

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep 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, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.

As a Technical Support Engineer, you will provide world-class support to Gigamon customers and partners. You will be a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction. You will work with Engineering, Sales, and Customer Success to resolve Gigamon products issues. You will analyze and report on customer satisfaction with products, services, and processes, for ongoing improvement of customer experience. 

What you’ll do:  

• Deliver a top-tier user support experience using Salesforce service cloud software.  
• Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.  
• Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.  
• Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.  
• Create and add to knowledge base articles in our knowledge base.  
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.  
• Report defects to Engineering after lab replications, meeting the Escalation standards.  
• Work collaboratively within the Support organization in driving Support process improvements and initiatives.  
• Participate in the on-call roster as necessary to provide support coverage outside of standard business hours and be available after-hours for emergencies.  
• Manage customer escalations and drive issues to completion while keeping involved parties in the loop.  
• Work with other organizations to convey customer concerns and requirements.  

What you’ve done: 

• Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience. 
• Advanced or Fluent in English and Spanish (verbal and written) 
• Up to 2 Years of Technical support experience in either networking or security 
• Hands on experience with L2 and L3 technologies including Ethernet, Firewalls, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS. VPNs.  
• Solid knowledge of TCP/IP and OSI networking model 
• Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, e.g. CCNA/CCNP etc. 

 Who you are: 

• Excellent problem solving and multitasking skills with the ability to organize and prioritize responsibilities effectively to meet deadlines 
• Excellent problem solving and multitasking skills with the ability to organize and prioritize 
• Fun to work with – for our customers and your team 
• Must live within 50 miles of Mexico City as this is a hybrid position.

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