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Senior Technical Support Engineer

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Location:
Plano, TX US
Other Location(s):
Job Id:
JR0008505
Job Category:
Product Development / Engineering
Job Description

Job Requirements

  • 3+ years of Linux programming experience

  • 3+ years of experience troubleshooting network issues within a enterprise environment

  • 2+ years of experience with Security and Event Management collectors and parsers

  • Ability to take Linux code and reverse engineer it

  • Provide real-time assistance to all TSEs
  • Work complex issues and, as needed, interface with Engineering to create and deliver solutions
  • Proactively communicate emerging issues to technical support, Sales Engineering, and Professional Services Teams
  • Mentor Technical Support Engineers by providing technical and, if needed, customer-relationship direction
  • Author and approve knowledge base articles and technical notes to expedite issue resolution for internal and external customers
  • Create and maintain troubleshooting trees for non-strategic/legacy products
  • Participate in projects to support the Customer Success Group organization
  • Create instructor-led product and general technical training for internal and external global audiences for both formal and informal settings
  • Confidently deliver instructor-led product and general technical training to internal and external global audiences in both formal and informal settings
  • Approve micro-focus learning (e.g Lunch on Learns) created by TSEs
  • Conduct case scrub meetings to focus on reducing support backlog and facilitate learning
  • Manage issues spanning multiple products and solutions – engaging necessary resources where required
  • Work directly with customers as needed to facilitate resolution of the most complex and/or critical of issues
  • Work directly with customers as needed to facilitate resolution of the most complex and/or critical of issues
  • Collaborate and communicate with Sales and all other internal relationship management groups, including SAMS and RSAMs, to improve the customer experience
  • Conduct remote sessions and onsite visits with customers as required
  • Submit product defects as required

The role may require work after hours or on weekends


Qualifications

A successful Senior Technical Support Engineer (STSE) provides technical support to both internal and external customers for a wide variety of issues primarily within their solution vertical. Their responsibility includes facilitating a resolution for all technical issues brought to their attention and leveraging Engineering teams as needed. The STSE can solve complex, real-world issues while balancing an increased workload in a fast-paced environment. STSEs will own and continually drive to improve “Knowledge to Assist” for all Technical Support Engineers (TSEs) by providing real-time consultation, proactive documentation and instructor-led training.

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