Please Note:
1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)
2. If you already have a Candidate Account, please Sign-In before you apply.
Job Description:
Job Description: Technical Support Engineer
Job Summary
Serve as the first point of contact and trusted advisor for technical support issues for Symantec’s 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.
Technical Skills and Qualifications
Education & Experience
Bachelor's 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…