Technical Support Engineer II
Company: NetScout Systems, Inc.
Location: Burlington, MA
Posted on: May 30, 2018
Job Description:
Provides pre- and post-sales support for customers, end users,
resellers, and support partners. Troubleshoots, diagnoses, and resolves
technical customer issues. Resolves new customer cases via the company’s
Support CRM System. Replicates issues and tests customer configurations in
a laboratory environment. Recreates, tracks, and verifies software
defects in the field or under laboratory conditions reported by
customers. Interfaces with other technical support personnel, engineering,
and product management to escalate and resolve issues. Performs remote
upgrade activities. Acts as a mentor and on-shift escalation
point-of-contact for Tier I and II Support Engineers. Assists in facilitating team
DDoS training exercises. Performs packet-level analysis of reported threats,
identifies attack vectors, and recommends mitigation strategies.
Applies countermeasures to mitigate evolving security threats in real
time. Leverages Linux/GNU, kernel, TCP/IP functions, Bash scripting,
tcl, awk/sed, and Python programming. Provides both formal team
classroom training and informal lunch and learning sessions. Authors
technical knowledgebase articles for use by other technical support
personnel, customers, and partners. Participates in one-week, 24/7 on-call
rotation, once per month. Requirements: Bachelor's degree in Computer Science,
Electrical Engineering, Information Systems or related field (willing to
accept foreign education equivalent) plus 5 years of experience
providing technical support, services, and information and network
security in telecommunications network and routing environments. Or,
alternatively, no degree and 7 years of experience providing technical support,
services, and information and network security in telecommunications network
and routing environments. Specific skills/other requirements (quantitative
experience requirements not applicable to this section): 1) Demonstrated
expertise leveraging IP service provider networks, including TCP/IP,
IPv4/v6 sub- netting, super-netting, hierarchical routing principles, routing
protocol operations (OSPF, IS-IS, and BGP-4), security protocols (IPSEC,
DNSSEC), firewalls, Intrusion Prevention Systems IPSs, load balancers,
WAF, Intelligent Detection, and Mitigation Systems and Proxies; 2)
Demonstrated expertise leveraging routing policies at BGP peering points,
VPNs and tunneling technologies (L2TP, MPLS, L2VPN, L3VPN, GRE), and
configuring Cisco and Juniper switches and routers; 3) Demonstrated
expertise performing network packet analysis using Wireshark and TShark,
and analyzing advanced persistent threads with network monitoring
tools; and 4) Demonstrated expertise leveraging TCP protocols including web
(HTTP and HTTPS), API (SOAP, XML, and REST), email (POP/POP3, SMTP, and
IMAP/IMAP4), database (MySQL and Oracle), and Telnet, Secure Shell (SSH), and
File Transfer Protocol (FTP), Domain Name System (DNS), Security
suites TLS and SSL. Send resume to careers@netscout.com and include job title and
“Job Code CDB-TSE2” in the subject line.
Keywords: NetScout Systems, Inc., Brockton , Technical Support Engineer II , Computer , Burlington, MA, Massachusetts
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