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 Customer Success Engineer

About the Managed Services team:

Primary responsibility is to ensure that the customer always has access to the critical data to support their business objectives. A very broad knowledge and a love for learning is required for this position from server and OS support, through multi-tiered application understanding, voice/video, VMware, Cloud, 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're 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 customers business.

Basic Qualifications/Skills:

Work with customers to troubleshoot and resolve complex network and product issues

Interface with our world-class support, development and SQA teams to identify and to resolve product issues

Utilizing NETSCOUT's Knowledge Management database, research & develop technical tips and solutions

Advise customer on network management best practices using NETSCOUT product suite

Must have clear oral and written communications skills

Excellent customer communication and interaction skills with Enterprise customers

Preferred Qualification/Skills:

Bachelor’s Degree in Computer Science/Network Security or equivalent discipline

Minimum of 7 years in network management supporting external customers

2 plus years in critical and managed customer care

Proven expertise in customer relationship and management

Network Management experience in environment preferred

Experience working remotely, but cooperatively with HQ

Demonstrated ability to identify and resolve complex network problems

Cisco Certification (CCNA minimum, CCNP preferred)

Linux Certification (RHTC minimum)

Knowledge of Windows and Unix operating system environments

Ability to write technical articles outlining problems resolution and troubleshooting steps contribute knowledge to the knowledge base)

Ability to multi-task with strong attention to detail

Ability to travel up to 25%

Project Management Certification a plus (PMP)

Server Hardware Support Certification a plus (Dell DOSD)

VMware Certification a plus

Ability to multi-task with strong attention to detail

The annual US salary range for this role is $120,000 to $130,000. 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.

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.