207534 / Bilingual Technical Support Engineer
Core
Provide technical support and escalation management for McAfee Scan Alert product issues to customers via phone and email.
Role type
Bilingual Technical Support Engineer
Builds
Troubleshooting guides and knowledgebase articles for McAfee products
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Fluent Spanish (speaking and writing), Technical troubleshooting, Issue escalation management, Documentation, Operating Systems (Unix, Linux, Windows), Network security tools (nmap, wireshark, tcpdump), Vulnerability analysis basics, Scripting basics (Perl, Java, C, SQL)
Preferred skills
Portuguese, CISSP, CISA, CISM, CCNP certifications, Programming/scripting experience, Routing protocols knowledge
Technologies
McAfee Scan Alert, MAX, nmap, nessus, wireshark, tcpdump, MS SQL, TCP/IP, OSPF, HTML, ATM, Token Ring, ISDN, Ethernet, PERL, JAVA, C, C++, SQL, DB2
Responsibilities
Review and update status of escalated customer issues, Reproduce and troubleshoot technical issues, Log all issues and activities in MAX, Provide technical problem resolution for McAfee Scan Alert, Create troubleshooting guides and knowledgebase articles, Communicate with Tier II team and management regarding case status