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Technical Support Engineer (TSE)

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Cordoba, X AR
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Job Category:
Product Development / Engineering
Job Description

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.

  • 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 technical support engineers including but not limited to ATSEs, SR ATSEs, and other TSEs
  • Conduct remote sessions and onsite visits with customers as required
  • Author KB articles
  • Author SNS communications
  • Facilitate training to ATSE’s, SR ATSE’s, and other TSE’s
  • Create micro-focused training sessions

Skills/Experience Required:

  • Three (3) years of experience providing IT support in an enterprise environment within either desktop or network support or a BS in Computer Science or Management Information Systems
  • Three (3) years troubleshooting Windows environments
  • Diagnose and troubleshoot basic network connectivity issues – ruling out system versus network in technical resolution
  • Strong knowledge of SQL or database environments
  • Demonstrate knowledge of overall security functions within overall IT operations
  • Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience
  • Ability to provide executive-level summary of issues
  • Strong problem-solving skills
  • Ability to multi-task and prioritize job requirements and meet deadlines
  • Strong, proven customer service skills and experience supporting customers in large/global scale environments
  • Drive issue resolution with customers and Associate and Senior Associate TSEs
  • Has achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
  • Self-motivated (takes initiative)
  • Proven experience providing solid case management and documentation
  • Has proven ability to mentor other support engineers
  • Ability to create/deliver descriptive and up-to-date training or instruction for others
  • Fluent in English as well as either Spanish or Portuguese (written/spoken)
  • Must be able to work at least a portion of US hours (7am - 7pm CT)
  • May be required to support oncall on a rotational basis



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