Technical Support Engineer

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: Technical Support Engineer

Job Summary

Serve as the first point of contact and trusted advisor for technical support issues for Symantecs customers and partners, including Global Enterprise-level accounts. As a key member of the APAC Technical Support team, you will ensure that customers complex technical issues are driven to a complete and satisfactory resolution. Customer interactions are conducted via phone, email, web, and occasionally face-to-face, strictly adhering to established customer response time commitments.

Roles & Responsibilities

Customer Support & Issue Resolution

• Provide advanced technical assistance to diagnose, analyze, and resolve unique and complex software, hardware, networking, and infrastructural issues in enterprise environments.
• Act as a trusted advisor on Symantec Security Products, managing your own schedule of cases, determining priority levels, and setting clear expectations with customers.
• Communicate procedural and technical issues effectively to internal and external stakeholders, including leading conference calls with customers and 3rd-party vendors.
• Use available support tools and analytical practices to evaluate identifiable factors and obtain solutions for problems of diverse scope.
• Maintain a high level of customer satisfaction and meet key performance indicators (KPIs) and relevant metrics.
• Must be comfortable working in a shift model.

Cross-Functional Collaboration & Product Improvement

• Interface and collaborate with cross-functional organizations (Sales, Services, Systems Engineering, Product Management, and Product Development) to prioritize customer requests.
• Define and track bugs for the Development team and offer innovative ideas to improve overall product quality.
• Participate in product design reviews, technical reviews, beta product testing, and pre-release testing to provide feedback on new features and enhancements.
• Complete assigned projects, including process reviews, proof of concepts, product demos, and presenting at technical forums.

Documentation & Knowledge Management

• Thoroughly document all customer interactions, status updates, and resolutions in existing case management tools.
• Create clear, concise documentation (case management notes, technical tips, and white papers) and contribute to the Technical Support Knowledge Base to reduce future troubleshooting time and drive faster issue resolution.

Mentorship, Training & Professional Development

• Research a wide array of technical topics, developing an in-depth knowledge of operating systems, infrastructure technologies, the security ecosystem, and Symantec products.
• Collaborate with other support engineers by delivering in-the-moment coaching and guidance.
• Develop and deliver training on troubleshooting techniques, product updates, and skill refreshers for the support organization, product specialists, and partners.
• Take responsibility for personal career development through new product training, external/internal seminars, self-directed study, and seeking mentorship from senior staff and management.

Education & Experience

• Bachelors degree in Computer Science or equivalent experience in a related field.
• 10+ years of experience working with customers in a fast-paced, high-tech, support-related position or similar engineering role.

Certifications

• Must possess one or more of the following relevant industry certifications: MCSA, MCSE, CCNA, or CompTIA Security+.
• Additional certifications such as CCNP, CCIE, CCSP, and/or CISSP are highly desired.

Networking & Security

• Strong networking fundamentals, including TCP/IP (and TCP/IP stack), Packet Switching, Routing, and Network Topologies.
• Advanced knowledge of application and routing protocols including NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, QoS, and RPC.
• Experience using telecom, packet sniffers, and networking tools such as Wireshark or SnifferPro.
• Working knowledge of remote access technologies and inter-operations, including RADIUS, ACE, VPNs, LDAP, NTLM, and firewalls.
• Working knowledge of Internet Services such as Web Services, Media Servers, Proxy services, browser, and media player operations.
• Experience with Symantec Network Protection products and/or other network-internet security products is desired.
• Familiarity with Intrusion Detection System brands and technologies, as well as Vulnerability Network Scanners, is an added advantage.

Operating Systems & Infrastructure

• Expert-level understanding of Windows Server Concepts, with required experience in Windows Server 2008 and 2012.
• Solid hands-on experience troubleshooting Windows OS and application-related issues (Windows Server/Client).
• Experience with Linux OS Administration is an added advantage.
• Strong working knowledge of Enterprise Level Infrastructure Technology, specifically Active Directory, DNS, and DHCP.
• Working knowledge of Windows Exchange and/or other Mail systems.

Database, Virtualization & Scripting

• Working knowledge of Relational Database principles and methodologies (e.g., SQL, Oracle).
• Knowledge of virtualization technologies (VMWare, Hyper-V) is an added advantage.
• Scripting or programming concepts are considered an added advantage.

Soft Skills & Competencies

• Advanced troubleshooting and debugging skills.
• Proven capability to own, drive, and take responsibility for issues.
• Ability to multitask, prioritize, and work well under pressure.
• Demonstrated leadership qualities.

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