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Product Specialist Engineer

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Location:
Plano, TX US
Other Location(s):
Job Id:
JR0008151
Job Category:
Product Development / Engineering
Job Description

Product Specialist Engineer – Enterprise Support

About the Role and Responsibilities

Location: Plano, TX

About the Role:

McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people. 

The Enterprise Product Specialists Engineer is a telephone queue base technical support role where they deliver technical support for McAfee Enterprise (Premium) clients. The Enterprise Product Specialist Engineer is responsible for delivering an extraordinary customer experience as the primary point of contact for all technical support issues to ensure goals are met and aligned to McAfee objectives. 

Key Responsibilities:

  • The Product Specialists Engineer will be the primary point of contact for all technical support issues including, but not limited to troubleshooting, case escalation, case management, problem resolution
  • This position will be the owner of the customer's issue(s) to the point of resolution 
  • The ideal candidate must also have the ability to be proactive in advising customers of solutions by recommending products and services that will enhance the customer's security
  • 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

Experience

Required Experience/Skills & Education:

  • Minimum five years applicable experience in technical support environment with named or dedicated accounts 
  • Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies 
  • Must possess strong technical troubleshooting skills
  • Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired
  • Associates or Bachelor’s Degree, especially in computer science or a related field, is desired
  • Professional organization certifications in computing fields are highly desirable
  • Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired
  • Equivalent technical work experience, validated through references, is considered as relevant as certifications
  • Excellent writing and verbal communication skills
  • Strong personal interaction and telephone interaction skills at the business professional services level
  • Strong personal computing skills in Windows Operating Systems and Windows Server Systems
  • Solid knowledge of the use and configuration of virtual environments such as VMWare
  • Ability to multitask and prioritize job requirements in a dynamic environment.
  • Strong knowledge of the McAfee product lines which include some of the following products:
    • McAfee - ePO
    • McAfee – TIE/DXL
    • McAfee – McAfee Agent (MA)
    • McAfee -  McAfee Active Response (MAR)
    • McAfee -  ENS/VSE Products

  • Strong technical background in Microsoft Server Operating systems to include Server 2008 and Server 2012
  • Familiarity with SQL current versions
  • Knowledge of AD and security groups
  • Firewall concepts:  Ports, NAT translation, and knowledge a plus
  • Experience with IIS 6 and 7, CSR generation, and SSL Certificates
  • DNS and name resolution skills required
  • General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls

Preferred:

  • Tier I or II experience supporting McAfee products and advanced or emerging security technologies
  • CompTIA Security, CISSP, MSCE, CCNA, or similar industry-recognized certifications  


Qualifications

The Enterprise Product Specialists Engineer is a telephone queue base technical support role where they deliver technical support for McAfee Enterprise (Premium) clients. The Enterprise Product Specialist Engineer is responsible for delivering an extraordinary customer experience as the primary point of contact for all technical support issues to ensure goals are met and aligned to McAfee objectives.

Apply Now    
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