Technical Support Engineer

Employment Type:
Full Time
Network Jobs
Job Role:
Network Support Jobs, Technical Author Jobs
Mobile Jobs
Job Ref:


Provide software support via the phone and web, to corporate users of the Symantec Messaging Gateway, Symantec Web Gateway, and Advanced Threat Protection products
Collect information related to product enhancement requests, issue reproduction, and document software and/or hardware problems from corporate users
Manage multiple issues and interactions, prioritizing customer needs
Remain the customer advocate to Supportability, Engineering, Product Management, and Program Management stakeholders
Work on various projects such as writing technical notes, product documentation or white paper authoring, training other employees, conducting research/testing on customer problems, and other related duties
Participate in alpha/beta support cycles and product releases to support pre and post product launch readiness activities
Active education role as a mentor, helpdesk function, and an instructor for the team
Orchestrate and manage cross-team and/or divisional meetings and communications
Engineer influence is site level to global level production and communications


Good communication skills in Japanese and English (Reading/Writing/Speaking)
Must possess superior customer service skills and have an exceptional team focus.
Expert troubleshooting, follow through, interpersonal, verbal, written, and organizational skills
Expert knowledge of LAN, WAN, internetworking technologies, TCP/IP, SMTP, DNS, HTTP 1.0/1.1, TCP/IP, and routing
Expert knowledge and experience with Windows (including NT, 2000, 2003, 2008, XP, 7, 8), UNIX/Linux, Solaris, and virtualization (VMware, Hyper V, etc.) environments as well as packet capture analysis

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