Technical Support Engineer

Overview

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.

What you'll do

• 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.
• 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.
• 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.
• Research a wide array of technical topics, developing 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, seminars, self-directed study, and seeking mentorship from senior staff and management.

What you'll need

• 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.
• Must possess one or more of the following certifications: MCSA, MCSE, CCNA, or CompTIA 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.
• 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).
• Strong working knowledge of Enterprise Level Infrastructure Technology, specifically Active Directory, DNS, and DHCP.
• Working knowledge of Windows Exchange and/or other Mail systems.
• Working knowledge of Relational Database principles and methodologies (e.g., SQL, Oracle).
• 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.
• Must be comfortable working in a shift model.

Nice to have

• Additional certifications such as CCNP, CCIE, CCSP, and/or CISSP are highly desired.
• 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.
• Experience with Linux OS Administration is an added advantage.
• Knowledge of virtualization technologies (VMWare, Hyper-V) is an added advantage.
• Scripting or programming concepts are considered an added advantage.

Details

• Location: Pune, India (EON Kharadi Infrastructure).
• Customer interactions are conducted via phone, email, web, and occasionally face-to-face.
• Must be comfortable working in a shift model.