Resident Support Engineer

2 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. The Senior Resident Engineer is responsible for providing onsite technical support services to a specific NETSCOUT | Arbor customer and performing the role of a Subject Matter Expert on NETSCOUT | Arbor security products. Specific Job Duties and Responsibilities The Senior Resident Support Engineer relies on experience and judgment to plan and perform a variety of critical tasks / responsibilities pertaining to the customer’s NETSCOUT | Arbor deployment. These responsibilities require a high degree of autonomy and accountability and would include: Work with and provide guidance/support to the customer’s operational and design staff, in the role of the NETSCOUT Arbor technical Subject Matter Expert. Be a trusted advisor to the customer on all technical areas related to the NETSCOUT Arbor security products. Design, implement, troubleshoot, diagnose, and resolve normal and complex technical issues associated with NETSCOUT Arbor security products installed in the customer network. Test and replicate customer configurations in a lab environment as and when required. Ensure the operational and functional requirements pertaining to the NETSCOUT Arbor solution installed in the customer environment are fulfilled from a technical standpoint. Track, investigate, escalate, and verify software defects as encountered and reported by customers Deliver on-demand technical workshops on NETSCOUT security products, to the customer’s staff as needed. Work with other NETSCOUT internal functions like technical support, engineering, and product management as needed related to product issues as well as new features. Work closely with the NETSCOUT account team(s) of customer to understand and support the sales strategy from a technical standpoint. Support the tuning and optimization requirements related to the NETSCOUT Arbor installation in the customer environment. Assist and provide expert guidance to the customer security operations teams on security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews). Develop and implement Method of Procedure documents for procedural and maintenance activities as required, related to the NETSCOUT Arbor products/solutions deployed in the customer environment. Lead and support software upgrade activities or investigations of reported problems related to the NETSCOUT security products installed in the customer environment. Work closely with the NETSCOUT Arbor Professional Services team to discuss, enhance, and share knowledge about product, domain, and solutions. Generate customer-specific product technical documentation, as needed. Continuously develop and update expertise on NETSCOUT products and solutions. Develop and deliver technical presentations to customer and internal teams as needed. Travel as required to customer sites and internationally for corporate events as needed Experience and Educational Requirements Bachelor’s Degree, or equivalent, in an associated area with 3+ years of experience in service delivery or technical support functions with strong fundamentals on telecom network and routing environments. Advanced networking skills required (TCP/IP, Routing, BGP, MPLS, and related), NetFlow protocol experience and understanding desirable. Strong network security skills required, knowledge of and experience in DDoS and mitigation techniques beneficial. Knowledge of network test equipment network management protocols like SNMP, tools, and protocols like MRTG, SolarWinds. Knowledge of internet and data security protocols like HTTP/S, SSL/TLS, DNS, VPN, IPSEC, GRE. Intermediate to advanced knowledge in administration and provisioning of Unix/Linux and Solaris platforms, networking related scripting and automation skills desirable. Expertise in packet analysis, debugging and troubleshooting, using tools like Wireshark/Tshark Knowledge and experience on virtualization and cloud environment will be a strong skillset to have. Ability to work independently and with where necessary. Strong customer services and verbal/written communication/interpersonal skills. Fluency in English and Portuguese, both verbal and written, is required. Knowledge of other languages is an added benefit. Local Country Security Clearance may be required, if applicable in country. Located in On-Site in Brasilia Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology and Engineering Industries Computer and Network Security, Software Development, and IT Services and IT Consulting Referrals increase your chances of interviewing at NETSCOUT by 2x Workfront Configuration Engineer - Work from home We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr