McAfee seeks a Technical Support Engineer for DLP and Encryption Products. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an
empathetic view of the customer to hone their skills and advance their career providing value to
customers while working with an industry leader in Security technology.
Drive customer success and satisfaction by solving the complex business challenges with
Security- Centric Solutions. Provide a differentiated service experience with customer - relevant
outcomes through integrated solutions and proactive support. Enable Customers to operate and
realize outcomes for solutions by innovative solutions.
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.
About the role:
Interact with the McAfee customers via phone/email and by demonstrating the highest
level of urgency to resolve customer issues in timely manner.
Provide remote support on McAfee Data Security products such as DLP and Encryption, 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 the Advanced Support team, product engineering team, product
management team to resolve critical issues
Evaluate the criticality, severity of the issues, and ensure that they are addressed as per
Work closely with the Sales teams, to identify the high visibility customers, and address
their issues with priority.
Document all technical issues, analysis and communication with the customer and ensure a crystal-clear documentation.
5-6 years of experience in Email and Web Security domain.
Minimum Educational Qualifications – BE / B.Tech / M.Tech / MCA, B.Sc / Diploma (Computer Science).
Strong customer-focus and problem-solving attitude.
Engineer should be specialized in Data Security products like DLP and Drive Encryption etc.
Act as a Single point of contact for each Customer reported Incident (manage, troubleshoot, resolutions). Handle the Service Requests from cradle to grave & with minimal supervision.
Excellent verbal, written communication & Strong documentation skills.
Excellent understanding of Operating System, Active Directory, Hardware and associated Diagnostics, TCP/ IP, DNS, SMTP, HTTP/HTTPS, SSL.
Excellent Knowledge of Linux and Linux troubleshooting techniques.
Good knowledge of handling network down situations – this role will be handling S1/ S2
Ready to work on 24/7 support center. This position requires you to work in continuous Night Shifts aligned to North America Business Hours.