Sr. Staff Technical Support Engineer

at  Gigamon

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.

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).
• 8+ 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).
• Live within 50 miles of Mexico City.

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.

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).
• 8+ 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