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