TECHNICAL SUPPORT ENGINEER (BILINGUAL) - [HAY-487]

**_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 ...