Sr. Staff Technical Support Engineer - Santa Clara, CA - Hybrid

Job description

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. As a Sr. Staff Support Engineer focused on Cloud Virtualization, you will troubleshoot complex customer issues across cloud and virtualized environments, support escalations, and work with Engineering and Services to improve product supportability and customer outcomes. What you’ll do Provide advanced support for Gigamon deployments across VMware, Nutanix, and public cloud environments. Troubleshoot issues involving connectivity, platform integration, health monitoring, registration, and traffic visibility workflows. Partner with Engineering, Product, and Services teams to resolve escalations and improve documentation and support readiness. Deliver exceptional user support using SalesForce Service Cloud software. Interact with customers/partners through case management systems, phone, email, and screen-sharing sessions. Serve as the customer’s main contact for providing accurate and creative technical solutions to reported issues. Update and document the details of technical issues, solutions, follow-up conversations, escalations, and resolutions in the case management system. Contribute to knowledge base articles to help customers resolve issues independently. Apply advanced troubleshooting techniques, including isolating, replicating, and creating workarounds for complex problems spanning multiple products/features. Report defects to Engineering after lab replication, ensuring they meet Escalation standards. Collaborate with the Support organization to drive process improvements and participate in support initiatives. Participate in on-call rosters as needed to provide after-hours support for emergencies. Manage customer escalations, ensuring timely resolution and maintaining open communication with all involved parties. Work with cross-functional teams to convey customer concerns and advocate for their needs. What you’ve done Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field, or equivalent practical experience and 8+ years of relevant support experience (networking or security). Hands-on experience with L2/L3 technologies such as Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS. Strong experience in technical support, systems engineering, network visibility, or related customer-facing roles supporting complex software or infrastructure products. Hands-on experience with virtualization and cloud platforms such as VMware, Nutanix, AWS, Azure Solid troubleshooting skills across networking, platform connectivity and distributed application environments. Experience reading logs, validating control-plane communication, and isolating issues related to registration, orchestration, and platform-side resources. Proven ability to create technical documentation, share knowledge, and improve operational processes. Experience collaborating across Support, Engineering, and Services teams to drive customer success and product improvements. Who you are Customer-focused, analytical, and calm under pressure. Clear communicator who can explain complex technical issues to different audiences. Collaborative, accountable, and proactive in driving issues to resolution Fluent in English (verbal and written). Strong understanding of TCP/IP and the OSI networking model. Preferred certifications: Associate/Professional-level certifications in Networking/Security technologies (e.g., CCNA/CCNP). Demonstrated problem-solving and multitasking abilities, with strong organizational and prioritization skills. Resides near our Santa Clara Headquarters and comfortable working in hybrid environment. The base salary + commission compensation range targeted for this role is expected to be between $140,000 - $175,000 (subject to terms and conditions of the plan). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Employees in this position are eligible to participate in the Company’s standard employee benefit programs, which may include health and other insurances such as life and disability, and savings accounts such as a retirement plan with company matching contributions or similar, paid time off (holidays, vacation, and sick), tuition reimbursement, employee assistance program (EAP), business travel accident insurance, employee discounts, and employee referral program. Additionally, employees may be eligible to participate in the Profit Interest Units plan. #LI-HYBRID