TECHNICAL SUPPORT ENGINEER

Job Description

Technical Support EngineerPrimary Location Bangalore, Karnataka Date posted 08/26/2019 Save Job ID: JR0016364 Job Title: Technical Support Engineer Location: India, Bangalore Role Overview: Technical Support Engineer, you will be assisting MVISION Cloud customers to resolve their technical issues in timely manner. This position requires someone who enjoys interacting with customers, and cross functional teams to drive customer issues to resolution.Company Overview 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.As a Technical Support Engineer, you will be assisting MVISION Cloud customers to resolve their technical issues in timely manner. This position requires someone who enjoys interacting with customers, and cross functional teams to drive customer issues to resolution.About the Role Interact with the MVISION Cloud customers via phone/email and provide the highest level of urgency to resolve customer issues in timely manner. Provide remote support on our product and resolve product related issues during POC & post-deployment phase, through research and troubleshooting. Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues. Work closely with Support Escalation engineers to resolve critical issues Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority. Document all technical issues, analysis and communication with the customer and ensure that the documentation is crystal clear with action items, CTAs etc About you Excellent communication and customer management skills Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP,SMTP). Excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI,Network Security Firewalls/Proxy and SIEMs Understanding of cloud platforms like Azure, O365 suite, AWS, Salesforce is desired Good understanding of Linux/Unix Knowledge of Java and SQL is a plus Scripting language (e.g. Perl, python) is a plus 2+ years of technical support experience in large enterprise space with solid understanding of technical support processes, customer management/handling skills & ability to work under pressure and in shifts . The ideal candidate will be an die-hard Engineer, who is a self-starter, with excellent interpersonal, communication, presentation, documentation, problem solving and troubleshooting skills. Quality focus, result & goal orientation in a group situation and commitment to customer delight are a must. Sound fundamentals of TCP/IP, HTTPs,SSO-SAML, SAAS understanding and in-depth knowledge of Networking & Security Concepts. Should be flexible to work in night shift. 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 ProgramsMedical, Dental and Vision Coverage ProgramsPaid Time OffSupport for Community InvolvementUnleash your Power Join our Talent Network: http://careers.mcafee.com/ 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.Job Type: Experienced HireShift: Shift 1 (India)Primary Location: India, Bangalore Additional Locations:,

Keyskills :
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