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Sr Technical Support Engineer 

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Work Type:
Work Time:
Full Time


Sr Technical Support Engineer

Job ID:

Company Name: NETSCOUT

Netscout is currently seeking a Sr Technical Support Engineer to work in the Westford, MA office.


Sr Technical Support Engineer (Westford, MA)

At NetScout Systems, we have an appreciation for knowledge. If you're eager to apply your talent and drive, you will quickly discover that you can make a difference. We're looking for highly skilled individuals with the ambition it takes to achieve quality results.

We currently have opening for Sr Technical Support Engineer to join our Support Team to manage our largest and most active accounts. Responsibilities include researching and supporting cutting edge technology, in a fast-paced environment; Supporting all customers and providing world-class customer service to resolve issue.

The position will be working in our Westford, MA office.

Essential Responsibilities:

- Remotely troubleshoot and resolve complex product issues using the latest technology using WebEx, Active Directory, Linux, VMware and Cloud

- Prior experience doing upgrades, installing patches, recreating issues and following escalation protocols are done daily

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

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

- Manage caseload within published service level agreements (SLAs)

- Provide best practice documentation on Network Management with our product

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


- Degree in Computer Science or related technology

- 5 plus years in network management, supporting external customers

- MCSE and/or CCNA certification desired; Linux administration is very helpful

- Superior technical writing skills are needed for new knowledge base articles

- Ability to multi-task with strong attention to detail

- Solid problem-solving skills

- Proven effective oral and written skills

- Process focused and self-motivated

- Exceptional organization, time management and technical writing skills

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

- Ability to cover customer business hours of work 11:30 a.m. to 08:30 pm (ET)

- On call rotation required every 2-3 months

- Bi-Lingual skills English/Spanish a plus

- Working knowledge of all standard office suite applications and database management


Education Bachelors (or equivalent work experience)

Job Type Full-Time

Location MA - Westford

Preferred Language English