Symantec Sr Principle Technical Support in Pune, India

As a member of the Customer Experience And Loyalty team (CEAL), you will be part of a team of highly capable technical support engineers. Your team will focus on providing troubleshooting and engineering support on Critical Situations with enterprise customers across all Symantec products. A successful candidate will have an established background in managing customer relationships, coordinating with Technical Support and Engineering teams. This candidate must be able to quickly troubleshoot issues and determine root cause. If the problem involves issues with the code, this engineer will be able to assist development by reviewing the code, logs, or other data captured during the troubleshooting process. Strong technical ability, great communication skills, and a motivation to achieve results in a dynamic, fast paced environment are required.

Responsibilities

  • Troubleshoot complex enterprise software issues with large enterprise customers.

  • Engage with Product Engineering to discuss possible problem solutions at a code level.

  • Ability to parse through product software to determine likely problem areas.

  • Ability to solve complex issues across a diverse hardware and software environment.

  • Report on status of customer situations, action plans, and customer specific engineering deliverables.

  • Enable timely delivery of software fixes and solutions to enterprise customers.

  • Continuously analyze existing processes and practices looking for ways to improve team operations.

  • Cross-functional coordination with Technical Support, Engineering, Business Critical Services, and Sales Account Managers.

  • Coordinate with Technical Support to improve customer support experience in order to improve customer confidence and trust.

  • Extensive working knowledge of coding practices.

  • Extensive working knowledge of computer security software, threats, and current trends.

Qualifications

  • BS Degree in Computer Science, Electrical Engineering or equivalent experience.

  • Solid understand of SQLScripting, C++ or C# preferred

  • 10+ years of industry experience working with Enterprise Software.

  • Demonstrated ability to effectively manage Critical Situations with large customers.

  • Demonstrated ability to facilitate collaboration and achieve consensus in cross-functional teams.

  • Exceptional verbal and written communication, customer service, troubleshooting, and organizational skills required.

  • CISSP, CompTIA Security+, and other industry certifications a plus.

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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.

Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.

Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.

Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

Symantec will respond to requests for reasonable accommodations to assist you in applying for positions at Symantec, or to submit a resume. If you need to request an accommodation, please contact HR Service Exchange at https://symantec.service-now.com/hrp/ .

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