Description

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.

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-focused approach to problem resolution.

What you’ll do:

• 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.

What you’ve done:

• 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.

Who you are:

• 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.