Symantec Sr Product Support Engineer in Tokyo, Japan
We are searching for a talented Network Protection Product Support Engineer to join our escalation team, and provide backline support as an integral part of our world-class technical support team for Network Protection products (formerly Blue Coat).
This position reports to the Manager of the Product Support Engineer group, and works directly with Symantec customers, partners and other Support personnel to provide world class support for the Symantec Network Protection products. One of the primary goals of this position is to assist the frontline engineers with issues that are more technically complex. This person provides support services and incident management via email, web and telephone. Responsibilities include setting & managing customer expectations, timely communication, root-cause analysis, performance & process improvement, troubleshooting, trending and resolving complex software support cases. This position will work closely with the SGOS sustaining and development engineering teams, QA, and release teams. This engineer will identify and reproduce issues, recommend improvements to the product, and will assist with beta testing of new releases.
Provide direct support to internal and external customers via email, web and telephone in a fast- paced support environment and provide an escalation point of contact for Support groups
Manage customer expectations, provide timely updates, troubleshoot & resolve complex technical issues, perform root-cause analysis and drive performance & process improvements
Take complete ownership of reported issues and own/manage them through to their completion.\
Coordinate problem resolution across multiple departments and disciplines; proactively work with internal engineering teams to communicate and resolve technical problems
Develop an in-depth knowledge of the products, functions and diagnostic capabilities
Attend training and self-study to acquire, maintain and improve job skills
Use knowledge management tools to research and document problems and their resolutions
Use case management tools to document problems; provide updates (internally and to customers) and to record resolutions
Work as a team member with other Product Support Engineers and support personnel both in and outside the Support Group
Develop and deliver new product training to Partners, Support team and other product specialists
Provide feedback to engineering on product performance, stability, quality and supportability at all stages of the product life cycle
Perform testing on new release versions, and new product features and functions prior to their release to evaluate performance against operational requirements
Occasional travel to customer sites to diagnose and resolve issues
5+ years senior level technical support experience in networking/security/proxy products problem resolution at the packet and protocol level
Good communication skills in Japanese and English (Reading/Writing/Speaking)
BSEE, BSCS degree or equivalent experience is highly preferred
Ability to use network analysis tools such as Wireshark, TCPdump, and Sniffers
Excellent working knowledge of protocols and general networking principles
Expert knowledge of TCP/IP, HTTP and SSL at the packet/protocol level
Strong knowledge of protocols including but not limited to: FTP, DNS, SMTP, ICAP, CIFS, MAPI, authentication protocols (LDAP, RADIUS, NTLM, Kerberos)
Knowledge of streaming protocols, instant messaging, and SOCKs is a plus
Knowledge of PKI, Certificate Management Systems, OpenSSL and Cryptography is a plus
Expert in analyzing packet traces of the above protocols
Experience in embedded operating systems, Linux/UNIX based operating systems and Windows a plus
Proficiency in understanding and troubleshooting software-related issues utilizing documentation, knowledge base, bug tracking system, requirements, other technical teams, etc.
Ability to build test network setup in lab environments to replicate customer issues
Solid authoring skills to document customer information and recurring issues to support product quality programs and product development; author and publish content to contribute to training and knowledge
Ability to demonstrate assertiveness and confidence when working with customers.
Strong analytical, troubleshooting and Customer Service skills
Ability to self-direct work, with demonstrated ability to complete multiple competing tasks under pressure with a high degree of flexibility and creative problem solving
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.
Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.
Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.
Symantec will respond to requests for reasonable accommodations to assist you in applying for positions at Symantec, or to submit a resume. If you need to request an accommodation, please contact HR Service Exchange at https://symantec.service-now.com/hrp/ .
EEO is the Law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. Click here at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to find out more.