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For your reference, we have included the original job posting below.
Web Security Engineer 2
Job Number:
23581817
Company Name:
McAfee
Job Location:
US
Job Category:
Information Technology
Web Security Engineer 2
Title: Web Security Engineer 2 Location: NA-TX McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people. The tier II Technical Support Engineer responsibility is to provide support to both McAfee Secure customers as well as Tier I support. The tier II Technical Support Engineer will provide escalation management and technical solutions when issues are escalated. This includes, but is not limited to, review of open issues (vulnerabilities) on a daily basis, updating our customers on the status of escalated cases, and assisting in the troubleshooting of issues. Tier II Technical Support Engineers are also responsible for establishing effective lines of communication within cross functional operational management to ensure cases receive the required immediate attention. Tier II Technical Support Engineers in this position will be required to log all issues into our CRM system, updating case activities and escalations. They will share their knowledge and communicate new product information. The tier II Support Escalation Engineer may also be required to perform duties as assigned by management.
Job Purpose:
· Data Collection/Integrity · Effective Case Management · Knowledge Sharing · Adherence to Operational SLA's · Creation of Knowledgebase Articles · Mentoring/Training of Tier I Engineers · Vulnerability Identification/Remediation
Responsibilities: · Ensure that all escalations are dealt with against the documented SLA · Produce articles for submission into the current knowledgebase · Train Tier I support on supported products and testing procedures. · Demonstrate exceptional leadership and team building skills. · Maintain a high level of knowledge and professionalism · Assist in the development of policies and procedures · Creation of product troubleshooting guides to assist support teams · Provide technical input into engineering , development & QA · Handle customer escalations and resolutions. · Work closely with engineering and QA to ensure customer product issues are resolved · Provide effective and timely communication to support teams · Document issues within the call tracking system · Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats · Be available and accessible to fellow co-workers · Maintain a friendly, open, approachable, positive attitude · Perform penetration testing and manual web application assessments
· Strong understanding of Operating Systems such as Unix, Linux and Windows. · Strong understanding of Firewalls, Intrusion detection system (IDS), Intrusion prevention systems (IPS). · Strong problem solving skills. · Basic level knowledge of security and information gathering tools like nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat, etc · Basic Vulnerability and Threat analysis skills · Experience with programming/scripting (PERL, JAVA, C, C , SQL and DB2) is desirable · At least 3 years of full time experience in customer care/customer support · Ability to multi-task and prioritize job requirements · Strong personal organization skills · Working knowledge with MS SQL, Routing protocols (TCP / IP, OSPF etc.,) HTML, ATM, Token Ring, ISDN, and Ethernet · Minimum of 2year experience in network and internet security · Effective problem resolution · Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot) · Ability to communicate at multiple levels with customers (i.e. technical / management) · Excellent at providing positive customer service · Advanced writing and verbal skills · Ability to act as a resource and handle highest level of escalation · Ability to support multiple products simultaneously · Ability to provide technical training and coach and mentor others · Excellent organization skills and attention to detail · Self-motivated (takes initiative)
Certifications · Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable
We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company paid Medical, Dental, and Vision coverage, Paid Time Off, paid Holidays, Stock Options, Flexible Spending Account, Educational Assistance Program, 401(k), ESPP and more! Please visit us @ or apply online @ />McAfee Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. McAfee Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
