remote
Principal Technical Support Engineer - NETSCOUT
Software Engineer
Lead technical support for high‑security network visibility solutions, providing expert troubleshooting, root‑cause analysis, and guidance on deep packet inspection platforms for federal customers with Top Secret/SCI clearance.
About the role
Key Responsibilities
- Provide Tier‑3 technical support and incident resolution for deep packet inspection and network visibility products used in classified environments.
- Perform complex root‑cause analysis, reproduce issues, and develop detailed remediation steps for customers and internal engineering teams.
- Collaborate with product development, security, and operations to drive bug fixes, feature enhancements, and performance optimizations.
- Develop and maintain technical documentation, knowledge‑base articles, and troubleshooting guides for internal and external stakeholders.
- Mentor junior support engineers and lead on‑call rotations, ensuring rapid response to critical incidents.
Requirements
- Active Top Secret/SCI clearance with eligibility for re‑investigation.
- 10+ years of experience in network engineering or technical support, focusing on deep packet inspection, TCP/IP, and high‑throughput networking.
- Strong proficiency with Linux operating systems and scripting languages such as Python.
- In‑depth knowledge of security protocols, encryption standards, and federal cybersecurity requirements.
- Excellent communication skills and proven ability to work with cross‑functional teams in a fast‑paced, high‑stakes environment.