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