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Technical Support Engineer with Fluent Spanish OR German

Primary Location Aylesbury, Additional Locations Date posted 09/10/2018
Apply Now Job ID: JR0012470

Technical Support Engineer

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.

Responsibilities and Duties

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 TSEs, including but not limited to ATSEs, SR ATSEs, and other TSEs
 Conduct remote sessions and onsite visits with customers as required
 Author KB articles and SNS communications
 Facilitate training to ATSEs, SR ATSEs, and other TSEs
 Create micro-focused training sessions (aka Lunch after Learning)

Skills/Experience Required

 Minimum of 2 years of applicable experience in a customer-supporting Information Technology
 Customer focused, with a pro-active and responsive approach
 Able to understand and define customer needs
 Excellent verbal and written communication skills
 Ability to communicate complicated issues at multiple levels, adjusting in style and content to
recognize the differing needs of customer audience
 Strong, proven customer service skills and experience supporting customers in large/global scale
 Ability to multi-task, prioritize job requirements, and meet deadlines
 Strong problem solving skills
 Ability to effectively communicate status updates to various audiences, including customers, sales,
management and peers
 Friendly and approachable personality with positive attitude
 Can build a solid rapport and gain confidence with customers
 Has achieved outstanding results in previous roles and can demonstrate success and progression
through own personal development plans
 Can provide exemplary levels of technical case documentation
 Strong focus on customer satisfaction
 Ability to work in high-pressure environment without compromising on quality or professionalism
 Ability to coach and mentor less experienced team members
 Demonstrate a thirst for learning and the ability to retain and build upon knowledge and
 Fluency in English as well as in eitehr Spanish or German language is a must

Technical skills / Competencies, Preferred:
 Appropriate technical skills for the products the TSE is supporting
 Appropriate experience in McAfee or competitor products

Our Vision:

To enable a world where cyber security is so consistent, reliable and  effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the  transformative power of the digital age, by protecting all that matters. By doing our job well, we drive limitless innovation, securely.

Our Values:

We live our values day in and day out, do you think you can live our values with us? If you can, don’t think, just connect with us. Together is power.

  • We achieve Excellence with Speed and Agility
  • We Play to Win or Don’t Play
  • We Innovate without Fear
  • We Practice InclusiveCandor and Transparency
  • We Put the Customer at the Core

Unleash your PowerJoin our Talent Network:


Shift 1 (United Kingdom)

Primary Location:

England, Aylesbury

Posting Statement:

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.

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