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Technical Support Engineer

Company: McAfee
Location: Plano
Posted on: September 16, 2020

Job Description:

Job Title:Technical Support Engineer

Location: US, Texas, PlanoRole Overview:-The Technical Support Engineer (TSE) provides end-to-end technical support for McAfee

customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for McAfee's premiere customer base. When a customer needs technical support the Technical Support Engineer or TSE will be the first and last person they call. The TSE will rely on their extensive experience and product knowledge, as well as a clear focus on customer service to drive customer success.

Company OverviewFrom device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. We help businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously. For consumers, McAfee secures your devices against viruses, malware, and other threats, both at home and away. We want to continue to shape the future of cybersecurity by working together to build best in class products and solutions.

About the Role


  • Take the incident opened by the customer and troubleshoot, gather appropriate data, consult

    others when necessary and own the issue through to resolution

    Assess and understand the impact, severity and urgency of issues

    Provide consultation to a customer for them to extract maximum value from the products by

    answering product-specific questions to enhance the customer experience

    In some cases, work alongside a customer's technical teams to assist them in extracting the

    maximum value from their McAfee products

    Participate in critical escalation calls with the customer, describe technical details in a clear and

    concise manner appropriate to the level of technical capability of the audience

    Provide technical solutions to customers for specific individual or grouped products with a high

    focus on quality and expedient resolution

    Achieve outstanding results across a range of key performance indicators, including, but not

    limited to customer Net Promoter Score, resolution time and adherence to service level goals

    Collaborate and communicate with all other internal relationship management groups to improve

    the customer experience

    Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats

    Aim to identify known/unknown unresolved product defects and engage Engineering with speed

    and precision

    Identify and share opportunities for formal training, professional services consultations and

    product upsells

    Set and manage expectations with customers, including regular and timely communications

    Assist customers with the implementation of workarounds/solutions

    Identify data requirements and assist with data collection

    As Required

    Participate in after-hours coverage for customer escalations on a scheduled basis

    Mentor other TSEs, including but not limited to ATSEs, SR ATSEs, and other TSEs

    Conduct remote sessions and onsite visits with customers as required

    Author KB articles and SNS communications

    Facilitate training to ATSEs, SR ATSEs, and other TSEs

    Create micro-focused training sessions (aka Lunch after Learning)

    About You:

    • Minimum of 2 years of applicable experience in a customer-supporting Information Technology

      environment

      Customer focused, with a pro-active and responsive approach

      Able to understand and define customer needs

      Excellent verbal and written communication skills

      Ability to communicate complicated issues at multiple levels, adjusting in style and content to

      recognize the differing needs of customer audience

      Strong, proven customer service skills and experience supporting customers in large/global scale

      environments

      Ability to multi-task, prioritize job requirements, and meet deadlines

      Strong problem solving skills

      Ability to effectively communicate status updates to various audiences, including customers, sales,

      management and peers

      Friendly and approachable personality with positive attitude

      Can build a solid rapport and gain confidence with customers

      Has achieved outstanding results in previous roles and can demonstrate success and progression

      through own personal development plans

      Can provide exemplary levels of technical case documentation

      Strong focus on customer satisfaction

      Ability to work in high-pressure environment without compromising on quality or professionalism

      Ability to coach and mentor less experienced team members

      Demonstrate a thirst for learning and the ability to retain and build upon knowledge and

      experience

      Ability to speak English

      Preferred Skills

      Ability to speak an additional language

      Technical skills / Competencies, Preferred:

      Appropriate technical skills for the products the TSE is supporting

      Appropriate experience in McAfee or competitor products


      Company Benefits and Perks:We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

      • Pension and Retirement Plans
      • Medical, Dental and Vision Coverage
      • Paid Time Off
      • Paid Parental Leave
      • Support for Community Involvement

        We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.Job Type:Experienced HirePrimary Location:US, Texas, Plano

        Additional Locations:

Keywords: McAfee, Plano , Technical Support Engineer, IT / Software / Systems , Plano, Texas

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