Principal customer success engineer

At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology. We are Guardians of the Connected World. We are looking for exceptional talent to join our team.

About NETSCOUT

NETSCOUT has been helping the world’s largest organizations solve their most complex digital challenges for more than 40 years.

NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world’s essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters – and stay unstoppable for a world that relies on them every second.

Principal Technical Support Engineer - OSE Federal - Active Top Secret/SCI Clearance Required

About the Enterprise team:

We are expanding and looking for a highly skilled, customer-focused Principal Premium Services Engineer to work on-site with enterprise clients, solving complex network and application issues using innovative technologies. If you are driven by technical challenges, thrive in fast-paced environments, and love working with world-class engineers and customers, this is the opportunity for you.

Overview

As a Principal Premium Services Engineer, you will play a key role in ensuring our customers have uninterrupted access to the critical performance data they rely on to operate and grow their businesses. This position requires a deep and broad technical skill set, requiring server and OS support, multi-tiered applications, virtualization, voice/video, cloud platforms, security, and big data.

Self-motivation is required as this is a very proactive position, but you must also have proven success working as part of a team. If you are eager to apply your talent and drive, you will quickly discover that you can make a difference. Help us grow our team, the business, and your customer’s business.

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:

• Active Top Security/SCI Clearance Required
• CompTIA Security+ required and CISSP Certification beneficial
• 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

Pay Transparency Statement:

The annual US salary range for this role is $101,000 to $149,000. This range represents NETSCOUT’s good faith estimate of the compensation for this position at the time of posting. Actual compensation may vary within or, in some cases, outside this range based on factors such as education, training, experience, professional achievement, business need, and location. For sales roles, this range reflects the On Target Earnings ("OTE"), which includes both base salary and target sales commissions or bonuses.

Please note that the posted salary range may span multiple career levels. Final compensation and job level will be determined during the interview process, based on the candidate’s experience, qualifications, and alignment with the scope and expectations of the role.

Working at NETSCOUT

At NETSCOUT, our vision is to create a workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives. As a global company we strive to build a workforce comprised of talented individuals with a wide range of perspectives and background. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs. We offer a compensation package that includes the following 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

NetScout Systems, Inc. is an EEO/Affirmative Action Employer.

We value genuine candidate experiences. The use of AI-generated responses or other external assistance during any stage of the interview process is not allowed. NETSCOUT recognizes its obligations to provide reasonable accommodations to candidates with disabilities. Candidates who require third‑party assistance or other accommodations to participate in the interview process should notify the recruiting team in advance so appropriate arrangements can be made.