Technical Support EngineerPrimary Location , Shanghai Date posted 09/23/2019
Job Title:Technical Support Engineer
Technical Support Engineer provides dedicated, queue based support for McAfee’s Premier customers. This includes, but is not limited to, data entry, escalation of issues, testing and problem resolution.
From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. McAfee helps businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously and collaboratively. For consumers, McAfee secures your devices against viruses, malware, and other threats at home and away. 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 best in class cyber security solutions.
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.
About the role:
Provide, during specified working hours, technical support for McAfee’s Premier Customers as the primary responsibility.
Provide a queue based point of contact for all Premier issues, to include but not limited to: data entry, escalation of issues, testing, and problem resolution.
Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution. This includes but is not limited to speaking/working with the designated primary customer contact on an “as needed” basis or as preferred by the customer.
Provide onsite technical support of customer issues in those circumstances where remote resolution has failed, at the discretion of the support account manager or for Premier customers.
Take responsibility for establishing and maintaining effective communication with the customer’s designated contact as required to ensure the customer’s complete satisfaction with McAfee products and support services.
Take responsibility for the escalation of any issues to backline engineers as required for assistance and/or to maintain established SLAs. Own communication responsibilities for the life of the case regardless of technical ownership.
Log all activity associated with any service request in MAX so that a complete and thorough record is maintained for the customer and Company.
Submit suggestions for new Knowledge Base articles as well as any potential improvements that can be made to existing articles.
Perform additional duties established by Management as they relate to the provision of technical support to McAfee’s customers.
Ensure compliance with Service Level Agreements as contractually documented for Premier customers. These SLA’s include, but are not limited to, customer status updates, issue escalation and the responsiveness.
On Call 24 x 7 for Premier customers on a rotational basis
Assist Sales in Selling support
Act as technical advisor to customers where required and for Premier customers.
Identify Customers technical needs and manage as required
Friendly, open, approachable, positive attitude
Effective problem resolution
Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
Ability to maintain professional poise under pressure
Excellent organization skills
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 may include:
Pension / Retirement Programs
Medical, Dental and Vision Coverage Programs
Paid Time Off
Support for Community Involvement
Unleash your Power … Join 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 1 (China)