Senior Support Engineer

Role Overview

• 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