**_Job Title:_** Technical Support Engineer (Bilingual) **_ Role Overview:_** - Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution. - You will do the remote meeting with a customer to accelerate the resolution depending on the time and situation especially direction by manager. - Assess and understand the impact, severity and urgency of issues. - Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions, preventing issues, looking to enhance the customer experience. - In some cases, work alongside a customer's technical teams reviewing open issues daily and updating them on the status of their escalated cases and assist in the reproduction of issues. - Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience. - Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution. - Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals. - Collaborate and communicate with all other internal relationship management groups to improve the customer experience. - Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats. - Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision. - Identify and share opportunities for formal training, professional services consultations and product upsells. - Set and manage expectations with customers, including regular and timely communications. - Assist customers with the implementation of workarounds/solutions. - Identify data requirements and assist with data collection. - You will report problems or bugs to design engineering/software engineering. May be involved in customer installation and training. **_ Company Overview:_**: - Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution - You will do the remote meeting with a customer to accelerate the resolution depending on the time and situation especially direction by manager - Assess and understand the impact, severity and urgency of issues - Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions, preventing issues, looking to enhance the customer experience - In some cases, work alongside a customer's technical teams reviewing open issues daily and updating them on the status of their escalated cases and assist in the reproduction of issues. - Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience - Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution - Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals - Collaborate and communicate with all other internal relationship management groups to improve the customer experience - Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats - Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision - Identify and share opportunities for formal training, professional services consultations and product upsells - Set and manage expectations with customers, including regular and timely communications - Assist customers with the implementation of workarounds/solutions - Identify data requirements and assist with data collection - You will report problems EXPERIENCE/SKILL SETS REQUIRED - Minimum of 2 years of applicable experience in a customer-supporting Information Technology environment - Customer focused, with a pro-active and responsive approach and able to understand and define customer needs - Excellent verbal and written communication skills - Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience - Strong, proven customer service skills and experience supporting customers in large/global scale environments - Ability to multi-task, prioritize job requirements, and meet deadlines with Strong problem-solving skills - Ability to effectively communicate status updates to various audiences, including customers, sales, management and peers - Friendly and approachable personality with positive attitude - Can build a solid rappor