About role :
Interact with the McAfee customers via phone/email and by demonstrating the highest level of urgency, resolve customer issues in timely manner.
Provide remote support on the SIEM, DB Security, products and resolve product related issues during POC & post-deployment phase, through research and troubleshooting.
Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues.
Work closely with the Advanced Support team, product engineering team, product management team to resolve critical issues
Evaluate the criticality, severity of the issues, and ensure that they are addressed as per the priority.
Work closely with the Sales teams, to identify the high visibility customers, and address their issues with priority.
Document all technical issues, analysis and communication with the customer and ensure a crystal-clear documentation.
About you :
5 or more years of experience in Technical Support in the Network Security domain.
Deep understanding of the Linux OS Concepts and proficiency in writing Linux commands
Networking / Security / Linux certifications like CCNA, CCSP, CEH, RHEL, CISSP preferred
Deep understanding of prior knowledge of TCP/ IP, DNS, SMTP, HTTP/HTTPS, SSL.
Prior knowledge of DBMS, DB server technologies.
Engineer should be specialized in supporting enterprise gateway security products like IPS/IDS, Database Management, SIEM, Network DLP, Routers, Switches
Act as a Single point of contact for each Customer reported Incident (manage, troubleshoot, resolutions). Handle the Service Requests from cradle to grave & with minimal supervision.
Good knowledge of handling network outage situations – this role will be handling S1/ S2 Service.
Open to work on 24/7/365 support center.
Preferred Skills – CCNA, CCSP, CEH, RHEL. Preferred prior knowledge of creating, updating, tuning, and debugging Regular Expressions and Co-relation rules
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