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Senior Technical Support Engineer

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Location:
Cordoba, X AR
Other Location(s):
Job Id:
JR0009376
Job Category:
Product Development / Engineering
Job Description

The Senior Technical Support Engineer (Sr TSE) provides troubleshooting and consultation on highly complex support issues for McAfee clients. The Sr TSE is responsible for delivering an extraordinary customer experience as a consultative contact for Associate TSEs, Sr Associate TSE's and TSE's.  In addition, the Sr TSE will provide training content, facilitate engagements between support and engineering teams, alert managers and others in the support organization as to emerging issues, and proactively scrub open cases for quicker resolution.

Key Responsibilities:

  • The ideal candidate must also be proactive in advising TSE's within the organization on resolution to customer cases
  • Act as focal point for product knowledge on which they are the leads
  • Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
  • Perform duties as assigned by management

Requirements

  • Strong knowledge and experience with Security Information and Event Management (SIEM) and ability to quickly pick up other McAfee following products:
    • McAfee – Database Security
    • McAfee – Policy Auditor
    • McAfee -  Vulnerability Manager
  • 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 of experience troubleshooting Windows environments
  • One (1) year of experience within a Security support or engineering role
  • 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 and communicate to all levels within an organization – technical to C-level
  • Strong problem-solving skills
  • Ability to multi-task and prioritize job requirements and meet deadlines
  • Can demonstrate a pro-active and responsive approach supporting customers in large/global scale environments
  • Has achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
  • Strong coaching skills on technical concepts and application with proven ability to mentor others within the McAfee organization
  • Requires little to no direction for daily work assignments
  • Confirmed subject matter expert in case management and documentation
  • Demonstrated skill in presentation creation and delivery for various audiences
  • Proven comfort level in creating and facilitating quality instructor-led training and ability to adjust to technical level when required
  • Considered subject matter expert in given vertical product line, with base-level understanding of key interrelationships with other McAfee products
  • 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 (rotational basis) after hours work on higher severity issues

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