Resident Product SpecialistPrimary Location Sydney, New South Wales Date posted 09/11/2019
Job Title:Resident Product Specialist
As a Resident Assigned Technical Contact(ATC)/Resident Product Specialist(RPS) in the Customer Success Group, you will be assisting McAfee customer to resolve their technical issues in timely manner. Resident ATC/RPS will be assigned to a single account and will become the single point of contact for all post sales technical issues. This position requires someone who enjoys interacting with customers, and cross functional teams to drive customer issues to resolution. The ATC/RPS manages the Premium Support technical relationship and ensures that McAfee products is and continues to be considered a key technology partner within the account. The ATC/RPS will work closely with the CSM/Field Sales Team/PS Team to ensure that all McAfee products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract.
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.
About the Role:
Provide Advanced Level Support (Tier 3 Level/3rd Line competency) support on a set of customer nominated core McAfee Products (2-3 products) to ensure maximum efficiency and security performance in line with business needs and risk appetite or as advised by the customer’s Operations/Security/Risk team. McAfee DLP or DAM must be one of the product that the candidate must be skilled in at advanced level.
Liaise and coordinate with the designated Primary Customer Contacts, as well as other teams concerned with security (Operations, Helpdesk, Risk and Audit.) to ensure proactive and efficient distribution of product and security information relevant to those teams.
Establish effective lines of communications with McAfee Backline Engineers, Product Development and Product Management for the purposes of coordinating, obtaining updates, and act as the lead tech for the customer to ensure technical accuracy of information pertaining to product issues.
Represent McAfee with any discussions involving a 3rd Party that affects or impacts existing McAfee solutions in place at the customer site.
Act as the lead technology expert in the deployments/upgrades of nominated core McAfee products, including assistance in building test scenarios, proof of concepts (for purchased products) and executing pilot programs
Assess the health of McAfee products and provide recommendations to optimize their maintenance and usage.
Incident handling including reporting, case management and escalation
Present product roadmaps and notifications such as the release of major versions, critical patches and plans to “End of Life/Support” a McAfee product to facilitate planning.
Provide on-the job knowledge transfer and mentoring to the customers operational teams directly responsible for the deployment, maintenance and upgrade of the McAfee solutions. This is to ensure redundancy exists within the organization.
The Resident ATC/RPS will handle service requests raised and works directly with Support Delivery resources to ensure that problems are solved as quickly as possible.
Perform Root Cause Analysis of McAfee product issues for all severity 1 issues and provide an official report
Perform hands-on situational appraisal of incidents raised, troubleshoot issues, provide mitigation as well as remediation plans and see through the issues until resolution
Strong personal computing skills in Windows 2000/XP and Windows Server 2003
Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies.
Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
Solid knowledge of the use and configuration of virtual environments such as VMWare.
Experience in technical support environment with named or dedicated accounts.
Strong technical troubleshooting skills.
Ability to multitask and prioritize job requirements.
Strong personal and telephone interaction/communication skills at the business professional services level
Strong project management and consultative skills
Excellent English written and verbal communication skills
Tertiary education, either University or Technical college, in computer science or a related field
IT / IT Security certifications, CompTIA Security and/or CISSP Certification preferred
Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired.
Strong knowledge of the McAfee Security product line.
Experience supporting McAfee products and advanced or emerging security technologies strongly preferred.
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 (Australia)