Description

Gigamon, recently certified as a Great Place to Work, helps the world’s leading organizations run fast, stay secure and innovate. We provide the industry’s first elastic visibility and analytics fabric, which closes the cloud visibility gap by enabling cloud tools to see the network and network tools to see the cloud. With visibility across their entire hybrid cloud network, organizations can improve customer experience, eliminate security blind spots, and reduce cost and complexity. Gigamon has been awarded over 90 technology patents and enjoys world-class customer satisfaction with over 4,000 organizations, including over 80 percent of the Fortune 100 and hundreds of government and educational organizations worldwide.  
 

We are seeking a Technical Support Engineer to provide world-class support to Gigamon customers and partners. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction. You will get the opportunity to work with Engineering, Sales, and Customer Success to resolve Gigamon products issues. The position also requires you to analyze and report on customer satisfaction with products, services, and processes, for ongoing improvement of customer experience. You won’t be in this alone. We are a team that helps each other and likes to have fun too. 

Responsibilities: 

• 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. 

Qualifications: 

• Required Qualifications: 
• 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) 
• Minimum 2 Years of Technical support experience in either networking or security 
• Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS 
• Solid knowledge of TCP/IP and OSI networking model 
• 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 

 Nice-to-Have Qualifications: 

•  Excellent problem solving and multitasking skills with the ability to organize and prioritize responsibilities effectively to meet deadlines 
• Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, e.g. CCNA/CCNP etc. 

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