About the job
SummaryBy Outscal
Gigamon seeks a Sr. Staff Technical Support Engineer in Mexico City with 8+ years of networking/security support experience. Fluent in English and Spanish, you'll provide exceptional customer service, troubleshoot complex issues, and contribute to knowledge base articles. Strong understanding of L2/L3 technologies and TCP/IP is essential.
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.
Gigamon is seeking a Sr.Staff Technical Support Engineer to deliver world-class support to our customers and partners. This role requires an excellent communicator who is dedicated to solving complex issues and ensuring high levels of customer satisfaction. As part of our support team, you will work closely with Engineering, Sales, and Customer Success teams to resolve Gigamon product issues and contribute to improving the overall customer experience. You’ll be part of a supportive team environment, where collaboration and having fun are just as important as delivering outstanding results.
Interact with customers/partners through case management systems, phone, email, and screen-sharing sessions.
Update and document the details of technical issues, solutions, follow-up conversations, escalations, and resolutions in the case management system.
Apply advanced troubleshooting techniques, including isolating, replicating, and creating workarounds for complex problems spanning multiple products/features.
Bachelor’s degree in Computer Science, Computer Technology, or a related technical discipline, or equivalent professional experience.
Hands-on experience with L2/L3 technologies such as Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS.
We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.
Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.
We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.
Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.
The privacy rights of all individuals including job applicants and candidates are very important to us. Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).