上海招聘

We are currently looking for a key contributor to join our Support Team as Principal Technical Support Engineer to assist with all types of product escalations. The person in this position will research and support cutting edge technology, in a fast-paced environment. Provide critical third level support to on the hottest and toughest issues. Work with developers and other support engineers who really believe in providing world-class customer service to resolve product issues. Back up Regional Support Manager to lead the Asia Technical Support Team.

Essential Responsibilities:

-Provide Level 3 technical support to service provider customers & channel partners

-Interface with Engineering and SQA to resolve complex product issues

-Remotely troubleshoot and resolve complex product issues using the latest technology

-Advise customers on network management best practices using NETSCOUT product suite

-Provide documented in-depth technical solutions for customer and other engineers

-Manage caseloads for multiple critical customers

-Provide best practice documentation on Network Management with our product

-Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure

-Provide technical leadership and training to TAC support engineers

-Collaborate with fellow engineers in order to resolve critical customer issues

-Perform on call pager support approximately 2 weeks per quarter

Requirements:

-Degree in Computer Science or related technology

-Superior oral and writing English skills

-IT subject matter expert in service provider industries

-5 plus years in network management supporting external customers

-2 plus years critical customer management customer care

-Familiar with C# and .Net development

-Linux administrator preferred

-Ability to multi-task with strong attention to detail

-Solid problem solving skills

-Organizational acumen and self-motivated

-Ability to work efficiently and effectively on complex customer issues within tight time constraints

NETSCOUT SYSTEMS, INC. (NASDAQ: NTCT) is a market leader in real-time service assurance and cyber security solutions for today’s most demanding service provider, enterprise and government networks.
NETSCOUT’s Adaptive Service Intelligence (ASI) technology continuously monitors the service delivery environment to identify performance issues and provides insight into network-based security threats, helping teams to quickly resolve issues that can cause business disruptions or impact user experience. NETSCOUT delivers unmatched service visibility and protects the digital infrastructure that supports our connected world.
To learn more, visit www.netscout.com .