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.
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 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 team to assist them in extracting the maximum value from their McAfee products
Participate in escalation calls with the customer and describe technical details with the ability to explain / present to a non-technical 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, 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 :
Fluent in Spanish and English
3 or more years of experience with network protocols (focus on HTTP and HTTPS)
3 or more years of experience with Microsoft Windows and SQL servers
Experience using a variety of network troubleshooting tools
Experience supporting customers in large / global scale environments
Experience communicating status updates to different audiences (both technical and non-technical), including customers, sales, management, and peers
Able to build a solid and trusting relationship with customers
Ability to provide different levels of technical case documentation
Provide mentorship to 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 preferred
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.