The person in the RSE role will work daily in a fast paced environment employing our cutting edge nGenius , nSI , nSV , PFS , nBA and RAN technology for the assurance of service delivery as well as ensuring quality end user experiences for our customers.
Our RSE works closely with the networking and service provider staffs at our customers to deploy our solutions, to troubleshoot and resolve complex technical issues, and to serve as a single point of contact for support delivery from our world class and award-winning support, Development, and SQA teams.
Utilizing our knowledge base, our RSE engineers research and develop technical tips and solutions for not only NetScout products but also our customer operations.
As an adjunct member of the account team, this person will not only provide solutions for our products, but also for the customer’s business needs.
As a daily part of their responsibilities, our RSE will work with our patented products and contribute to the overall success of our customer’s critical business initiatives.
Essential Responsibilities :
Work with customers to troubleshoot and resolve complex product issue
Identify and execute strategic customer focused projects
Coordinate changes to the configuration, upgrades and NetScout related matters
Interface with our world-class support, development and SQA teams to identify and to resolve product issues
Provide documented in-depth technical solutions for customer and other engineers
Utilizing NetScout's Knowledge Management database, research & develop technical tips and solutions
Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure
Advise customer on network management best practices using NetScout product suite
Bachelor’s Degree in Computer Science / Network Security or equivalent discipline
Minimum of 5 years in network management and Service Providers supporting external customers
2 plus years in critical and managed customer care
Deep knowledge of Mobile Protocols and last generation Mobile Network Architectures
Deep knowledge of IP / Routing protocols
Proficiency in Linux, Unix and Windows operating system environments
CCNA required (CCNP preferred)
Database / SQL knowledge as well as scripting skills
Understanding of server networking, solid problem-solving skills including ability to identify and resolve complex networking problems within tight time constraints
Must possess an understanding of basic debugging techniques such as analysis of dump files, tracing, performance tuning, and monitoring
Hands-on experience with the primary functionalities of a network analyzer or a packet-sniffer tool for traffic captures
Ability to contribute to the knowledge base technical articles outlining problems resolution and troubleshooting steps
Ability to multi-task with strong attention to detail
Motivated, self starter and able to work well within a team
Exceptional organization, time management and proven effective oral and technical written skills.
Experience working remotely, but cooperatively with HQ
Ability to work under stress
Effective communication skills with ability to clearly explain ideas and influence decisions
Self-motivated and constantly looking for ways to improve both product and process
Requirements : Job Type
Pune, India Preferred Language