Technical Support Engineer

Job Description: Technical Support Engineer Job Summary Serve as the first point of contact and trusted advisor for technical support issues for Symantec’s customers and partners, including Global Enterprise-level accounts. As a key member of the APAC Technical Support team, you will ensure that customers' complex technical issues are driven to a complete and satisfactory resolution. Customer interactions are conducted via phone, email, web, and occasionally face-to-face, strictly adhering to established customer response time commitments. Roles & Responsibilities Customer Support & Issue Resolution

• Provide advanced technical assistance to diagnose, analyze, and resolve unique and complex software, hardware, networking, and infrastructural issues in enterprise environments.
• Act as a trusted advisor on Symantec Security Products, managing your own schedule of cases, determining priority levels, and setting clear expectations with customers.
• Communicate procedural and technical issues effectively to internal and external stakeholders, including leading conference calls with customers and 3rd-party vendors.
• Use available support tools and analytical practices to evaluate identifiable factors and obtain solutions for problems of diverse scope.
• Maintain a high level of customer satisfaction and meet key performance indicators (KPIs) and relevant metrics.
• Must be comfortable working in a shift model.

Cross-Functional Collaboration & Product Improvement

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