Staff Technical Support Engineer

Gigamon

Staff Technical Support Engineer at Gigamon focusing on customer support in cloud environments. Troubleshooting complex technical issues and improving product support across VMware, Nutanix, and public cloud.

Posted 7/15/2026full-timeSanta Clara • California • 🇺🇸 United StatesLead💰 $112,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in advanced technical support for complex software and infrastructure products, with a strong focus on troubleshooting, customer advocacy, and cross-functional collaboration. Proficient in utilizing virtualization and cloud platforms to enhance operational processes and customer success.

Highest-signal resume keywords

Advanced Technical SupportTroubleshooting SkillsVMware and Nutanix ExperienceCustomer Escalation ManagementTechnical Documentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

L2/L3 TechnologiesEthernetTCP/IPRouting ProtocolsSwitching TechnologiesQoSVirtualizationCloud PlatformsNetwork VisibilitySystems Engineering

Soft Skills

Customer AdvocacyCollaborationCommunicationProblem-SolvingCreativity

Tools & Technologies

SalesForce Service CloudCase Management SystemsMonitoring ToolsLog Analysis Tools

Industry Keywords

NetworkingSecurityPlatform IntegrationHealth MonitoringTraffic Visibility

Tech Stack

Tools & technologies

AWSAzureCloudSwitchingTCP/IPVMware

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field, or equivalent practical experience and 5+ 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

Benefits

Comp & perks

health and other insurances such as life and disability
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
employee referral program
eligibility to participate in the Profit Interest Units plan