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Technical Support Engineer II

Company: NetScout Systems, Inc.
Location: Burlington, MA
Posted on: May 30, 2018

Job Description:

Provides pre- and post-sales support for customers, end users, resellers,
and support partners. Troubleshoots, diagnoses, and resolves technical
customer issues. Resolves new customer cases via the company’s Support CRM
System. Replicates issues and tests customer configurations in a
laboratory environment. Recreates, tracks, and verifies software defects
in the field or under laboratory conditions reported by customers.
Interfaces with other technical support personnel, engineering, and product
management to escalate and resolve issues. Performs remote upgrade
activities. Acts as a mentor and on-shift escalation point-of-contact for
Tier I and II Support Engineers. Assists in facilitating team DDoS training
exercises. Performs packet-level analysis of reported threats, identifies
attack vectors, and recommends mitigation strategies. Applies
countermeasures to mitigate evolving security threats in real time.
Leverages Linux/GNU, kernel, TCP/IP functions, Bash scripting, tcl,
awk/sed, and Python programming. Provides both formal team classroom
training and informal lunch and learning sessions. Authors technical
knowledgebase articles for use by other technical support personnel,
customers, and partners. Participates in one-week, 24/7 on-call rotation,
once per month.

Requirements: Bachelor's degree in Computer Science, Electrical
Engineering, Information Systems or related field (willing to accept
foreign education equivalent) plus 5 years of experience providing
technical support, services, and information and network security in
telecommunications network and routing environments. Or, alternatively, no
degree and 7 years of experience providing technical support, services, and
information and network security in telecommunications network and routing
environments. Specific skills/other requirements (quantitative experience
requirements not applicable to this section): 1) Demonstrated expertise
leveraging IP service provider networks, including TCP/IP, IPv4/v6 sub-
netting, super-netting, hierarchical routing principles, routing protocol
operations (OSPF, IS-IS, and BGP-4), security protocols (IPSEC, DNSSEC),
firewalls, Intrusion Prevention Systems IPSs, load balancers, WAF,
Intelligent Detection, and Mitigation Systems and Proxies; 2) Demonstrated
expertise leveraging routing policies at BGP peering points, VPNs and
tunneling technologies (L2TP, MPLS, L2VPN, L3VPN, GRE), and configuring
Cisco and Juniper switches and routers; 3) Demonstrated expertise
performing network packet analysis using Wireshark and TShark, and
analyzing advanced persistent threads with network monitoring tools; and 4)
Demonstrated expertise leveraging TCP protocols including web (HTTP and
HTTPS), API (SOAP, XML, and REST), email (POP/POP3, SMTP, and IMAP/IMAP4),
database (MySQL and Oracle), and Telnet, Secure Shell (SSH), and File
Transfer Protocol (FTP), Domain Name System (DNS), Security suites TLS and

Send resume to and include job title and “Job Code
CDB-TSE2” in the subject line.

Keywords: NetScout Systems, Inc., Boston , Technical Support Engineer II , Computer , Burlington, MA, Massachusetts

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