Technical Support EngineerPrimary Location India, Bangalore Date posted 06/09/2021
Job Title:Technical Support Engineer
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 :
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
May be involved in customer installation and training.
Provides support to customer/users where the product is highly technical or sophisticated in nature.
About you :
4 or more years’ work experience in a Technical Support role, preferably product support
Minimum of 2 years’ experience in phone-based Technical Support
Managing Global Enterprise Customers from regions such as NA, Europe or Asia Pacific
Willing to work in night shifts
Ability to generate progress reports on cases owned
Be a team player with ability to stretch (time-wise) when required
Ability to work in high-pressure environment without compromising on quality.
Skills in planning, organizing, and adapting within a multi-tasking environment.
Ability to participate in technical forums and provide inputs
Generate whitepapers / technical documents towards knowledge management
Liaise with higher levels of technical support for escalations & troubleshooting customer issues
Strong knowledge in Linux, Network Security domain and Windows OS
Excellent troubleshooting skills and log analysis.
Should be able to interpret various Windows logs, dumps etc.
Strong knowledge on Security, Threats and Vulnerabilities.
Have basic understanding of IPS, IDS, Firewall
Knowledge and working experience on McAfee corporate products preferred.
Excellent knowledge on TCP/IP, HTTP, DNS, WCCP, Routing and switching
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.