Principal Technical Support Engineer

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