Senior IT Support Engineer - Hybrid

At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots, optimize network traffic, and dramatically reduce tool cost and complexity, enabling them to better secure and manage their hybrid cloud infrastructure. Gigamon has served more than 4,000 customers worldwide, including over 80 percent of Fortune 100 enterprises, 9 of the 10 largest mobile network providers, and hundreds of governments and educational organizations.
provides advanced technical support to customers using Gigamon solutions. This role troubleshoots complex networking issues across Layer 2 and Layer 3 technologies, manages escalations through resolution, and partners with internal teams to address customer concerns. Provide advanced technical support to assigned customers through phone and email support queues.

• Troubleshoot, reproduce, and develop workarounds for complex product and networking issues.
• Troubleshoot GTP correlation issues and use network test equipment, including Spirent and IXIA.
• Collaborate with Quality Assurance, Sustaining Engineering, and other internal organizations to communicate customer requirements and advocate for timely resolutions.
• Participate in customer support center activities and contribute to consistent, high-quality support operations.

• Gained at least four years of technical service or technical support experience in networking.
• Built strong working knowledge across Layer 2 and Layer 3 networking technologies.
• Demonstrated experience troubleshooting customer issues, reproducing problems, and developing effective workarounds.
• Developed strong project management, problem-solving, and analytical skills.
• A clear and confident communicator with strong verbal, written, and presentation skills in English.

As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, and/or local law. We are committed to providing reasonable accommodation for all qualified individuals with disabilities. If you require a reasonable accommodation, please contact us at Show phone number.

If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

Our Gigamon Applicant Privacy Policy, will inform you about how Gigamon Inc. and its direct and indirect subsidiaries collect, use, store, or otherwise process personal information about job applicants and candidates, including through your access and/or use of our careers website and third-party job websites (e.g. LinkedIn, Indeed, Glassdoor, Naukri, etc.).

We may use automated tools, including AI-based systems, to help screen and evaluate application materials for this role. The system analyzes resumes for skills, experience, and qualifications and processes employment history, education, and skills. This AI-based system is used for all Gigamon positions. You have the right to request reasonable accommodation;