Principal Technical Support Engineer

Job Description

Job Description

Principal Premium Services Engineer – Enterprise On‑Site Support

We’re growing our Premium Services organization and seeking a customer‑obsessed, technically elite Principal Engineer to partner directly with enterprise clients. In this role, you’ll be the trusted expert they rely on to diagnose, resolve, and prevent complex network and application issues across large‑scale, mission‑critical environments. If you thrive on solving hard problems, enjoy fast‑moving customer engagements, and want to work alongside top-tier engineers, this is a high‑impact opportunity.

Role Overview

As a Principal Premium Services Engineer, you ensure customers maintain continuous access to the performance intelligence that powers their business. You’ll work hands‑on across a wide technical landscape — including servers and operating systems, multi‑tier applications, virtualization platforms, voice/video systems, cloud architectures, security frameworks, and big‑data technologies.

This role demands a proactive mindset, strong ownership, and the ability to collaborate seamlessly with both customers and internal teams. When you bring initiative, curiosity, and technical depth, you’ll quickly see how your work drives measurable outcomes for the customer, the team, and the business.

Requirements

Basic Qualifications/Skills:

• Collaborate with customers to troubleshoot and resolve complex network and product related issues 
  
• Interface with our world-class support, development, and SQA teams to identify and to resolve product issues and performance concerns 
  
• Utilizing NETSCOUT's Knowledge Management database to research solutions and develop technical content such as tips, troubleshooting guides, and best practices.
  
• Provide guidance to customers on network management strategies and best practices using NETSCOUT product suite
  
• Deliver high-quality, hands-on support while representing NETSCOUT with professionalism and technical expertise.
  

Preferred Qualification/Skills:

• Bachelor’s Degree in Computer Science/Network Security related field or equivalent discipline
  
• 7+ years in network management supporting external enterprise customers 
  
• 2+ years in high touch or managed customer support environment 
  
• Proven expertise in customer relationship and management
  
• Experience in enterprise or service provider network management environments preferred.
  
• Experience working onsite at customer locations and cooperatively with HQ teams 
  
• Demonstrated ability to identify and resolve complex network and systems issues 
  
• Cisco Certification (CCNA minimum, CCNP preferred) 
  
• Linux Certification (RHCSA or equivalent) 
  
• Knowledge of Windows and Linux operating system environments 
  
• Demonstrated ability to write clear technical documentation and contribute to internal knowledge bases.
  
• Strong attention to detail and the ability to manage multiple tasks simultaneously.
  
• Ability to travel up to 25%
  
• Project Management Certification (PMP) is preferred
  
• VMware Certification is a preferred
  
• Dell DOSD (Onsite Server Hardware Support) Certification is preferred
  

Benefits

Great benefits!

Generous vacation package

Equity

Matching 401k plan

Tuition reimbursement

Attractive medical and dental coverage options

Domestic partner benefits

Health and Dependent Care spending accounts and Health Savings Account options

Life and Disability Benefits

Volunteer Time Off, Matching Charitable Gifts