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Sr. Associate Technical Support Engineer

Primary Location Plano, Texas Additional Locations Date posted 11/15/2018
Apply Now Job ID: JR0013546

Job Title:  Sr. Associate Technical Support Engineer

Location:Plano, TX

Role Overview:

The Sr. Associate Technical Support Engineer (TSE) provides front line support to McAfee corporate customers, utilizing personal knowledge, tools and resources within McAfee to understand customer issues, frame the service request and provide known solutions to customers quickly in a professional manner.

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:

  • Maintain high availability for inbound calls / Service Portal submissions for McAfee SIEM and other product customers
  • Provide proactive and reactive assistance to all external customers
  • Assess and understand the impact, severity and urgency of issues
  • Understanding of and ability to ask open-ended/close-ended/probing questions
  • Troubleshoot customers McAfee product issues using knowledge, tools and other internal resources
  • Record and document all issues/activities related to customers both internal and external
  • Log all testing, troubleshooting and research done in process of resolution
  • Identify data requirements and assist with data collection
  • Assist customers with the implementation of workarounds/solutions
  • Facilitate conference calls / remote sessions to resolve product issues
  • Full ownership of technical issues until resolution provided
  • Set and manage expectations with customers, including regular and timely communications (daily)
  • Identify and seize opportunities to teach the customer about product usability, best practices -Ability to teach complex topics
  • Maintain a high level of product knowledge
  • Maintain a high level of professionalism
  • Be available and accessible to fellow co-workers
  • Maintain a friendly, open, approachable, positive attitude
  • Understand and apply active listening skills

About You: 

  • 2+ years of troubleshooting Unix/Linux environments required
  • 1+ year of troubleshooting Windows environments required
  • Strong knowledge of databases required
  • Basic experience/awareness of networking fundamentals
  • Basic Understanding of Web services and Security
  • Analytical mindset
  • Ability to multi-task and prioritize job requirements
  • Strong interpersonal skills
  • Self-motivated (takes initiative)
  • Strong desire to learn and develop
  • Customer-focused

Traits:

  • 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

Unleash your PowerJoin our Talent Network:  http://careers.mcafee.com/

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:

Shift 1 (United States of America)

Primary Location:

US, Texas, Plano

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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