Role Overview : Company Overview
From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. We help businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously.
For consumers, McAfee secures your devices against viruses, malware, and other threats, both at home and away. We want to continue to shape the future of cybersecurity by working together to build best in class products and solutions.
About the Role :
You will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex software, and sometimes hardware, issues.
You will provide support to customer / users where the product is highly technical or sophisticated in nature.
You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
You will report design, reliability and maintenance problems or bugs to design engineering / software engineering. May be involved in customer installation and training.
You will help customers prevent problems, resolve issue quickly, and maximize the value of their security investment. (This is mission of worldwide delivery support & support service.)
You will be the primary point of contact for all technical support issues including, but not limited to troubleshooting, case escalation, case management, problem resolution.
You will do the remote or onsite including a meeting with a customer to accelerate the resolution depending on the time and situation especially direction by manager.
You will review open issues daily, update our customers on the status of their escalated cases, and assist in the reproduction of issues.
You will provide the reason to customer why you need the information from customer when asking them and provide the result of your analysis to them later as well what we could find and not later from their information.
You will create the KB, technical documentation, and movie that covers technical tips including, but not limited to complex configuration, troubleshooting step and upgrade, then provide it via Web or Class room seminar.
You will participate shift operation of 24 x 7 for Enterprise Support Customers on a rotational basis
About You :
You have 2+ years of working experience providing technical support.
You have basic knowledge of computing, OS (Windows / Linux), Network, Database and Cloud technology.
You have general understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls
You are fluent in English and / or Portuguese
Progress towards, or completion of, certifications with Microsoft, or Linux is desired
Windows / Linux dump analysis is desired
Familiarity with SQL is desired
Company Benefits and Perks :
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day.
We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Pension and Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We're serious about our commitment to diversity which is why 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.