Senior Support Engineer
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Job Description
Technical Support Engineer providing technical support to Global Enterprise level Customers on Symantec Security Products. Responsible for troubleshooting and issue resolution in complex enterprise environments.
Responsibilities:
- Act as a trusted adviser by providing technical support to Global Enterprise level Customers and Partners on Symantec Security Products
- Researches on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec Software Products
- Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments
- Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environment
- Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Interface with Sales, Services, Engineering, Product Management, and Support Management when necessary to prioritize customer requests
- Collaborate with other support engineers, delivering in-the-moment coaching and guidance.
- Comfortable working in an on-call model
- Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
- Engage in on-going training and departmental development, along with self-learning
- Develop an in-depth knowledge of the products, functions and diagnostic capabilities, as well as security ecosystem.
- Attend training and complete ongoing self-study to maintain and improve product and process knowledge, and soft skills.
- Develop and deliver training on troubleshooting techniques, and skill refresh to other support engineers, product specialists, and partners as needed.
Requirements:
- Providing technical support to Global Enterprise level Customers and Partners on Symantec Security Products
- Researching on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec Software Products
- Diagnosing and resolving issues in unique and often complex enterprise environments
- Effectively communicating procedural and technical issues to internal and external customers/stakeholders
- Managing own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Collaborating with other support engineers, delivering in-the-moment coaching and guidance
- Developing documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
- Engaging in on-going training and departmental development, along with self-learning
- Developing and delivering training on troubleshooting techniques to other support engineers, product specialists, and partners as needed
Benefits:
- Flexible work arrangements
- Professional development opportunities
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