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Technical Support Engineer

Primary Location Columbia, Bogota Date posted 08/15/2021
Apply Now Job ID: JR0023986

Job Title:

Technical Support Engineer

Role Overview:

The Technical Support Engineer (TSE) provides end-to-end technical support for McAfee customers and provides 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 experience and product knowledge, and a clear focus on customer service to promote customer success. You will report to the Technical Support Manager.

This position is an integral part of the McAfee Enterprise business segment which was acquired by Symphony Technology Group (STG) in July 2021. McAfee Enterprise and its team members remain committed to keeping governments and enterprises safe. This position is dedicated to and part of the McAfee Enterprise business.

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

About the Role:

  • Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others and manage 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 with a customer's technical teams to assist them in extracting the maximum value from their McAfee products.

  • Participate in escalation calls with the customer, describe technical details appropriate to the level of technical capability of the audience.

  • Provide technical solutions to customers for specific individual or grouped products.

  • Achieve outstanding results across a range of measurements, including customer Net Promoter Score, resolution time and adherence to service level goals.

  • Work 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 threats.

  • Aim to identify known/unknown unresolved product defects and engage Engineering.

  • Participate in after-hours coverage for customer escalations on a scheduled basis.

About You:

  • You are fluent in Spanish, Portuguese, & English

  • 3+ years of experience with network protocols ( focus on HTTP and HTTPS)

  • 3 + years of experience with Microsoft Windows and SQL servers

  • You have experience using a variety of network troubleshooting tools

  • You have experience supporting customers in large/global scale environments.

  • Experience communicating status updates to different audiences, including customers, sales, management and peers.

  • Can build a solid relationship and gain confidence with customers.

  • Can provide different levels of technical case documentation.

  • Mentor less experienced team members. Demonstrate a passion for learning and the ability to retain and build upon experience.

  • Experience with programming/scripting with Java is desirable

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.

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