Technical Support Engineer
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.
Provide advanced technical assistance to diagnose, analyze, and resolve unique and complex software, hardware, networking, and infrastructural issues in enterprise environments.
Communicate procedural and technical issues effectively to internal and external stakeholders, including leading conference calls with customers and 3rd-party vendors.
Maintain a high level of customer satisfaction and meet key performance indicators (KPIs) and relevant metrics.
Must be comfortable working in a shift model.
Define and track bugs for the Development team and offer innovative ideas to improve overall product quality.
Participate in product design reviews, technical reviews, beta product testing, and pre-release testing to provide feedback on current features and enhancements.
Complete assigned projects, including process reviews, proof of concepts, product demos, and presenting at technical forums.
Create clear, concise documentation (case management notes, technical tips, and white papers) and contribute to the Technical Support Knowledge Base to reduce future troubleshooting time and drive faster issue resolution.
Mentorship, Training & Professional Development

Take responsibility for personal career development through new product training,



external/internal seminars, self-directed study, and seeking mentorship from senior staff and management.
Education & Experience

- Bachelor's degree in Computer Science or equivalent experience in a related field.
- 10+ years of experience working with customers in a fast-paced, high-tech, support-related position or similar engineering role.

MCSA, MCSE, CCNA, or CompTIA Security+.
Networking & Security

Strong networking fundamentals, including TCP/IP (and TCP/IP stack), Packet Switching, Routing, and Network Topologies.
Experience using telecom, packet sniffers, and networking tools such as Wireshark or SnifferPro.
Working knowledge of remote access technologies and inter-operations, including RADIUS, ACE, VPNs, LDAP, NTLM, and firewalls.
Working knowledge of Internet Services such as Web Services, Media Servers, Proxy services, browser, and media player operations.
Experience with Symantec Network Protection products and/or other network-internet security products is desired.
Familiarity with Intrusion Detection System brands and technologies, as well as Vulnerability Network Scanners, is an added advantage.
Expert-level understanding of Windows Server Concepts, with required experience in Windows Server 2008 and 2012.
Solid hands-on experience troubleshooting Windows OS and application-related issues (Windows Server/Client).
Experience with Linux OS Administration is an added advantage.
Working knowledge of Windows Exchange and/or other Mail systems.
Database, Virtualization & Scripting

Working knowledge of Relational Database principles and methodologies (e.g., SQL, Oracle).
Scripting or programming concepts are considered an added advantage.
Demonstrated leadership qualities.

📌 IT Support Engineer, Shifts (Pune)
🏢 Broadcom
📍 Pune