JOB ID: 003431

COMPANY NAME: NETSCOUT

Senior Resident Engineer

DESCRIPTION:

Senior Resident Engineer

NETSCOUT | ARBOR is seeking a Senior Network Security Engineer to join our Global Services Organization to support one of one of our strategic customers. For this role, we prefer an individual with a strong networking background and experience working in/troubleshooting large telecom/ISP networks. Need strong networking experience across various network architectures and protocols including LACP and BGP. Experience in managing and/or mitigating DDoS attacks is an added value.

SPECIFIC DUTIES AND RESPONSIBILITIES

The Sr. Resident Engineer relies on experience and judgment to plan and perform a variety of tasks for the customer. Backed by Arbor’s Technical Assistance Center, they are imbedded within the customer’s environment to augment their team with product expertise. They are the primary support liaison providing both proactive and reactive support.

These responsibilities include:

• Becoming embedded within the customer’s operational and design staff to be the Arbor technical Subject Matter Expert.
• Troubleshooting, diagnosing and resolving technical customer issues associated with Arbor Networks’ equipment.
• Handling and Resolving new customer cases via Support CRM System
• Replicating issues and testing customer configurations in a lab environment,
• Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.
• Providing informal and/or formal training on Arbor products to the customer’s staff
• Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
• Performing remote upgrade activities.
• Providing feedback from customers to product management and engineering teams via appropriate systems
• Handling customer technical escalations
• Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
• Participating in the normal off-hours on-call for your customer.
• Travel to different customer locations to resolve issues (as mutually agreed between Arbor & customer)
• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
• Outstanding customer service and advanced written and verbal communications skills.
• Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.

Experience and Educational Requirements

• Bachelors Degree and 5+ years experience in technical support functions with strong fundamental understanding of telecom network and routing environments.
• Intermediate knowledge of Linux and/or Solaris Operating System.
• Advanced Networking Skills Required - This includes strong understanding of the protocols surrounding IP service provider networks. These skills should include: a. TCP/IP fundamentals, b. IP subnetting and supernetting and hierarchical routing principles, c. Routing protocol operation (OSPF, IS-IS, and BGP-4), d. Routing policies at BGP peering points, e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.), f. Hands on configuration experience with Cisco and Juniper switches and routers preferred.
• Understanding of TCP Protocols protected by the Arbor Solution - Web (HTTP, HTTPS), API (SOAP, XML, REST), Email (POP/POP3, SMTP, IMAP/IMAP4), Database (MySQL, MS SQL, Oracle) & Other (Telnet, SSH, FTP). Have a solid knowledge of these protocols, how they are used.
• Knowledge of and/or ability to learn up to intermediate level of python in order to be able to identify potential issues/bugs in source code for Development

SPECIAL SKILLS OR PHYSICAL DEMANDS

• Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
• Outstanding customer service and advanced written and verbal communications skills.
• Strong multitasking skills.
• Strong Interpersonal, Teamwork, process development skills.
• Strong analytical/critical thinking skills.
• Ability to work across multiple hardware and software platforms.
• Provide leadership and issue management ensuring customer success.

Locations: Columbus, OH or Houston, TX

REQUIREMENTS:

EducationBachelors (or equivalent work experience)Job TypeFull-TimeLocationTX - Austin, US-Ohio (OH), US-Texas (TX)Preferred LanguageEnglish

NETSCOUT Is an Equal Opportunity and Affirmative Action Employer

NETSCOUT is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, national origin, disability or protected veteran status.