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Product Supportability Manager

Primary Location Hillsboro, Oregon Additional Locations US, Texas, Plano Date posted 03/12/2019
Apply Now Job ID: JR0014801

Job Title: Product Supportability Manager

Location:Hillsboro, OR or Plano, TX

Role Overview:

Member of the Supportability and Release Readiness (SRR) team - Identified as Support and Development’s “go to” person; the face of the support business in product conversations; champion of the needs of customer support to provide a superior service experience

Company Overview

With the mission of capturing the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building the best in class robust and scalable security products for consumer and enterprise customers. As industry top performers, we aim to develop optimized high performance system software solutions with high availability and reliability.

About the Role:

  • Define and execute a strategy to improve the serviceability of McAfee Enterprise products
  • Lead the gathering and analyzing of top support call drivers
  • Work collaboratively with technical leads and management to identify, define, recommend and drive changes in products and processes; fearlessly going “toe-to-toe” with cross-functional leaders as needed to drive change
  • Partner with a range of cross-functional roles across Support Delivery, Product Management and Engineering to improve the customer experience
  • Drive product integration with support tools to provide better support experiences for our customers
  • Release Readiness
  • Ensure the Customer Support organization is fully prepared to support new products at launch
  • Ensure delivery and accuracy of content, knowledge-base (especially ‘known issues’ and ‘issues under investigation’), and other information as it relates to product support issues
  • Represent Support for reported vulnerabilities and/or critical incidents (CIMR) related to assigned products

About You: 

  • At least 8-10 years of technical product support experience; recognized leader
  • A solid technical background supporting software and/or hardware security products
  • Excellent communication and leadership skills to engage everyone and get their buy-in
  • Comfortable communicating complex business and technical issues and have executive presence
  • Strong customer service focus, excellent communication skills, collaborating and influencing skills
  • Strong ability to analyze sometimes abstract, incomplete, or conflicting data without getting bogged down in minutia
  • Disciplined time and task management skills; ability to get what you need from others while working around their own priorities
  • Ability to distill, prioritize and act on feedback from a variety of sources.
  • Understanding of support organizations and key metrics that drive supportability
  • Highly Desired
  • BS in engineering or CS


  • The ideal candidate is self-motivated, results oriented, passion about program development and management and is strategically adept
  • High integrity, excellent judgement — you’ll have access to sensitive information and must treat it appropriately
  • Highly collaborative — you recognize the value of bringing people along
  • Intellectual curiosity — you're eager to learn new concepts; you're willing to admit you don’t know certain things, will ask for help, roll up your sleeves, and learn
  • Self-aware — you aren't complacent when it comes to personal growth; you’re receptive to feedback and eager to grow despite one's seniority
  • Sense of ownership — you have a mentality of “the buck stops with me” and always ask “what did I contribute to this situation?”
  • Low ego — you shouldn’t be prone to thinking that a job is too small
  • Brave, adaptable, calm under pressure — you’re unafraid to operate in high-pressure, chaotic situations

Company Benefits and Perks:

Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring our true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work. Check out more: Careers & Life at McAfee.    Perks include:

  • Pension / Retirement Programs
  • Medical, Dental and Vision Coverage Programs
  • Paid Time Off
  • Support for Community Involvement

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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.


Shift 1 (United States of America)

Primary Location:

US, Oregon, Hillsboro

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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