The EMEA Symantec Endpoint Protection Backline team is hiring! We’re looking for a motivated product expert who wants to dive deeper into the product's inner workings.
Assist with Escalation Facilitation.
Assist with Tier 1 phone calls as required.
Document the solutions to known issues through knowledgebase documents, product training, and white paper authoring.
Advocate customer requests, troubleshoot and resolve complex, critical and sensitive support issues as well as participate in conference calls when necessary to provide next level issue resolution for customers.
Verify and duplicate customer issues.
Prioritize open issues, define and track bugs for Development and offer innovative ideas to improve product quality.
Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products.
Research a wide variety of technical subjects including operating systems, Symantec software, security and third party applications.
Provide product training, workshops and technical mentoring to regional support groups.
Provide on-call support for 24x7 / Follow the Sun for high severity and escalated issues on a rotating basis.
Act as liaison between Development and Frontline / Advanced Support.
Support pre and post product launch readiness activities.
The ideal candidate will have at least two years' work experience supporting SEP, SEP SBE , and / or SEPC, and expert level knowledge of the product and supporting technologies.
This position requires exceptional verbal and written communication, customer service, troubleshooting, organizational skills, and the ability to meet deadlines.
Three years of experience in a Customer Service setting is required.
Additionally either : a 4 year degree; or a minimum of two years technical experience plus certification(s) (i.e. CISSP, MCSE, MCP, CNE, CCNA) that sufficiently demonstrates ability to analyze, meet deadlines, and solve problems in a product support environment.
BS degree in Computer Science and / or experience in a leadership role with networking and security software are a plus.
Requires experience with all current Windows operating systems, SQL, VMWare, Apache, Tomcat, etc
Additional skills preferred include : Macintosh and Linux.
A good understanding of networked environments is essential, including strong skills with DNS, TCP / IP, routing and a working knowledge of network and computer security.
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.