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Security Endpoint Professional Services Consultant – Sierra Vista, AZ

Phoenix, Arizona, United States of America

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Job Title:

Security Endpoint Professional Services Consultant – Sierra Vista, AZ

Role Overview:

Trellix Federal Professional Services is looking for a dynamic Solutions Product Consultant to support the Trellis product line. As a senior technical leader, you will provide orchestration between Engineering and Operations teams. As a member of the Professional Services team, you will help establish standard methods and procedures for ensuring optimum performance for technical teams and customers. the Solution Product Consultant will be an contributor for transitioning Trellix premise products to cloud solutions and will report to the Senior Program Manager.

– Daily responsibilities will include ensuring team members maintain systems that are resilient, scalable, fault-tolerant, performant and low-cost.
– Focus on operational excellence and work with product/engineering teams to establish requirements and implement high-end technical solutions.
– Produce capacity/demand forecasting, tracking of solution costs, measuring and responding to quality issues are important.
– Help solve complex technical problems at the cause level to prevent classes of issues, not just occurrences.
– Assess and understand the impact, severity and urgency of issues
– Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience
– Participate in escalation calls with the customers, describe technical details to the level of technical capability of the audience
– Provide technical solutions to customers for specific individual or grouped products with a high and resolution
– Achieve outstanding results across a range of measurements, including customer Net Promoter Score, resolution time and adherence to service level goals
– Communicate with all other internal relationship management groups to improve the customer experience
– Maintain an advanced level of knowledge on McAfee products and new vulnerabilities and threats
– Aim to identify known/unknown unresolved product defects and engage Engineering to help resolve
– Identify and share opportunities for formal training, professional services consultations and product upsells
– Set and manage expectations with customers, including regular communications
– Identify data requirements and assist with data collection
– Participate in after-hours coverage for customer escalations on a scheduled basis
– Author KB articles and SNS communications
– Organize and mentor training to other McAfee technical resources
– Create micro-focused training sessions (a.k.a. Lunch after Learning)

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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