Arrow Components

Senior Support Engineer

Arrow Components

full-time

Posted on:

Location Type: Remote

Location: Poland

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Job Level

Senior

About the role

  • Act as a trusted adviser by providing technical support to Global Enterprise level Customers and Partners on Symantec Security Products
  • Researches on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec Software Products
  • Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments
  • Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environment
  • Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Interface with Sales, Services, Engineering, Product Management, and Support Management when necessary to prioritize customer requests
  • Collaborate with other support engineers, delivering in-the-moment coaching and guidance.
  • Comfortable working in an on-call model
  • Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
  • Engage in on-going training and departmental development, along with self-learning
  • Develop an in-depth knowledge of the products, functions and diagnostic capabilities, as well as security ecosystem.
  • Attend training and complete ongoing self-study to maintain and improve product and process knowledge, and soft skills.
  • Develop and deliver training on troubleshooting techniques, and skill refresh to other support engineers, product specialists, and partners as needed.

Requirements

  • Providing technical support to Global Enterprise level Customers and Partners on Symantec Security Products
  • Researching on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec Software Products
  • Diagnosing and resolving issues in unique and often complex enterprise environments
  • Effectively communicating procedural and technical issues to internal and external customers/stakeholders
  • Managing own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
  • Collaborating with other support engineers, delivering in-the-moment coaching and guidance
  • Developing documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
  • Engaging in on-going training and departmental development, along with self-learning
  • Developing and delivering training on troubleshooting techniques to other support engineers, product specialists, and partners as needed
Benefits
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Symantec Security ProductsOperating SystemsInfrastructural TechnologiesTechnical SupportTroubleshooting TechniquesDocumentation DevelopmentKnowledge Base ManagementAnalytical PracticesIssue DiagnosisIssue Resolution
Soft Skills
Effective CommunicationCoachingCollaborationTime ManagementNegotiationExpectation SettingSelf-LearningTraining DevelopmentCustomer EngagementProblem Solving