Staff Technical Support Engineer
Job Summary
Job Description
Gigamon is seeking a Staff Technical Support Engineer to provide world-class support to customers and partners. This role involves resolving complex issues, ensuring customer satisfaction, and collaborating with Engineering, Sales, and Customer Success teams. Responsibilities include delivering exceptional user support via Salesforce Service Cloud, interacting with customers through case management, phone, email, and screen sharing. The engineer will act as the primary contact for technical solutions, document issues and resolutions, contribute to knowledge base articles, and apply advanced troubleshooting techniques. They will also report defects to Engineering, participate in support process improvements, manage escalations, and convey customer concerns to cross-functional teams.
Must have:
- Bachelor's degree or equivalent experience
- Fluent in English and Spanish
- 5+ years technical support experience in networking/security
- Hands-on experience with L2/L3 technologies
- Strong understanding of TCP/IP and OSI model
- Demonstrated problem-solving and multitasking skills
Good to have:
- Preferred certifications in Networking/Security (e.g., CCNA/CCNP)
Perks:
- Health insurance
- Life and disability insurance
- Retirement plan with company matching
- Paid time off
- Tuition reimbursement
- Employee assistance program
- Business travel accident insurance
- Employee discounts
- Employee referral program
- Profit Interest Units plan
4 skills required
Job Details
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 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.
What you’ll do:
- Deliver exceptional user support using SalesForce Service Cloud software.
- Interact with customers/partners through case management systems, phone, email, and screen-sharing sessions.
- Serve as the customer’s main contact for providing accurate and creative technical solutions to reported issues.
- Update and document the details of technical issues, solutions, follow-up conversations, escalations, and resolutions in the case management system.
- Contribute to knowledge base articles to help customers resolve issues independently.
- Apply advanced troubleshooting techniques, including isolating, replicating, and creating workarounds for complex problems spanning multiple products/features.
- Report defects to Engineering after lab replication, ensuring they meet Escalation standards.
- Collaborate with the Support organization to drive process improvements and participate in support initiatives.
- Participate in on-call rosters as needed to provide after-hours support for emergencies.
- Manage customer escalations, ensuring timely resolution and maintaining open communication with all involved parties.
- Work with cross-functional teams to convey customer concerns and advocate for their needs.
What you’ve done:
- Bachelor’s degree in Computer Science, Computer Technology, or a related technical discipline, or equivalent professional experience.
- Fluent in both English and Spanish (verbal and written).
- 5+ years of technical support experience in networking or security.
- Hands-on experience with L2/L3 technologies such as Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS.
- Strong understanding of TCP/IP and the OSI networking model.
- Demonstrated problem-solving and multitasking abilities, with strong organizational and prioritization skills.
Who you are:
- Fun to work with, fostering positive interactions with customers and team members.
- Skilled at managing responsibilities effectively to meet deadlines.
- Preferred certifications:
Associate/Professional-level certifications in Networking/Security technologies (e.g., CCNA/CCNP).
The base salary + commission compensation range targeted for this role is expected to be between $112,000 - $140,000 (subject to terms and conditions of the plan). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.
Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which may include health and other insurances such as life and disability, and savings accounts such as a retirement plan with company matching contributions or similar, paid time off (holidays, vacation, and sick), tuition reimbursement, employee assistance program (EAP), business travel accident insurance, employee discounts, and employee referral program. Additionally, employees may be eligible to participate in the Profit Interest Units plan.
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