Senior Network Support Engineer / Resident Engineer - Brasilia
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 On-Site in Brasilia