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Technical Support Engineer (German)

Primary Location England, Aylesbury Date posted 02/18/2021
Apply Now Job ID: JR0022623

Job Title:

Technical Support Engineer (German)


England, Aylesbury

Role Overview:

In the role of Technical Support Engineer (TSE), you will report directly to the Senior Manager, Technical Support and provide end-to-end technical support to all of our corporate customers, diagnosing and resolving issues with our Data Loss Prevention (DLP) and Encryption products, as well as our market-leading CASB and industry-first Unified Cloud Edge (UCE) solutions. As a trusted advisor, you will be the first and last person the customer works with, often partnering with Customer Assurance, Sales, Professional Services and Engineering. You will rely on your knowledge, experience and customer-focus to provide excellent experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes

Company Overview

From 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 and lead 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
  • Participate in escalation calls with all audiences
  • Achieve outstanding results across a range of goals, including customer Net Promoter Score, resolution time and adherence to service level goals
  • Set and manage expectations with customers, including regular communications
  • Assist customers with the implementation of solutions
  • Conduct remote sessions and occasional on-site visits with customers
  • Work with all other internal relationship management groups to improve the customer experience
  • Identify and share opportunities for formal training, professional services consultations and product upsells
  • Maintain a current level of knowledge on McAfee products and the threat landscape
  • Aim to identify known/unknown unresolved product defects and engage Engineering
  • Identify data requirements and assist with data collection
  • Participate in after-hours coverage for customer escalations on a scheduled basis

About you:

  • 4 years of applicable experience in a customer-supporting IT environment
  • Experience supporting customers in large/global scale environments
  • Customer-focused, patient, flexible and committed
  • A team player
  • You can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer audience
  • Problem-solving skills
  • Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
  • Can provide excellent levels of technical case documentation
  • Able to work well in a dynamic environment with a sizeable workload and multiple priorities
  • Experience managing and resolving important issues
  • Demonstrate a desire for learning and the ability to retain and build upon experience
  • CASB/Cloud experience desirable
  • Fluency in English and German

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 Hire

Primary Location:

England, Aylesbury

Additional Locations:

Apply Now

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