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.
We are seeking a Technical Support Engineer to provide world-class support to Gigamon customers and partners. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction. You will get the opportunity to work with Engineering, Sales, and Customer Success to resolve Gigamon products issues. The position also requires you to analyze and report on customer satisfaction with products, services, and processes, for ongoing improvement of customer experience. You won’t be in this alone. We are a team that helps each other and likes to have fun too.

What you’ll do:

• Deliver a top-tier user support experience using SalesForce service cloud software.
• Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.
• Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.
• Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
• Create and add to knowledge base articles in our knowledge base.
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.
• Report defects to Engineering after lab replications, meeting the Escalation standards.
• Work collaboratively within the Support organization in driving Support process improvements and initiatives.
• Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers outside of regular work hours.
• Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
• Work with other organizations to convey customer concerns and requirements.

What you’ve done:

• Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
• Preferred 0-2 Years of Technical support experience in either networking or security
• Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS preferred

Who you are:

• Advanced or Fluent in English and Spanish (verbal and written)
• Solid knowledge of TCP/IP and OSI networking model
• Excellent problem solving and multitasking skills with the ability to organize and prioritize
• Fun to work with – for our customers and your team
• Must live within 50 miles of Mexico City
• Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, e.g. CCNA/CCNP etc.

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 a top-tier user support experience using SalesForce service cloud software.
• Interact with our customers/ partners using our case management system, phone, email, and/or shared screen sessions.
• Be the customer’s contact for providing accurate and creative technical solutions to user-reported problems.
• Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
• Create and add to knowledge base articles in our knowledge base.
• Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.
• Report defects to Engineering after lab replications, meeting the Escalation standards.
• Work collaboratively within the Support organization in driving Support process improvements and initiatives.
• Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers outside of regular work hours.
• Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
• Work with other organizations to convey customer concerns and requirements

What you’ve done:

• Bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
• Preferred 0-2 Years of Technical support experience in either networking or security
• Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS preferre