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Technical Support Engineer (French)

Aylesbury, Buckinghamshire, United Kingdom


Job Title:

Technical Support Engineer (French)

Role Overview:

In the role of Technical Support Engineer (TSE), you will provide end-to-end technical support to all of our corporate customers, diagnosing and resolving issues with our Data Loss Prevention (DLP) and Encryption products. As a trusted advisor, you will be the first and last person the customer works with, often partnering with Customer Assurance, Sales, Professional Services and Engineering. You will rely on your knowledge, experience and customer-focus to provide excellent experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes.

This position is an integral part of the McAfee Enterprise business segment which was acquired by Symphony Technology Group (STG) in July 2021. McAfee Enterprise and its team members remain committed to keeping governments and enterprises safe. This position is dedicated to and part of the McAfee Enterprise business.

About the role:

  • Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others and lead the issue through to resolution
  • 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 all audiences
  • Achieve outstanding results across a range of goals, including customer Net Promoter Score, resolution time and adherence to service level goals
  • Set and manage expectations with customers, including regular communications
  • Assist customers with the implementation of solutions
  • Conduct remote sessions and occasional on-site visits with customers
  • Work with all other internal relationship management groups to improve the customer experience
  • Identify and share opportunities for formal training, professional services consultations and product upsells
  • Maintain a current level of knowledge on Trellix products and the threat landscape
  • Aim to identify known/unknown unresolved product defects and engage Engineering
  • Identify data requirements and assist with data collection
  • Participate in after-hours coverage for customer escalations on a scheduled basis

About you:

  • Fluent in English and French
  • 3+ years of applicable experience in a customer-supporting IT environment
  • Experience in a Microsoft Windows environment
  • Experience supporting enterprise customers in large/global scale environments
  • Customer-focused, patient, flexible and committed
  • Experience providing excellent levels of technical case documentation
  • Experience managing and resolving important issues
  • Demonstrate a desire for learning and the ability to retain and build upon experience
  • Linux and/or Cloud knowledge desirable but not essential
  • Java and C++ knowledge desirable but not essential

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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