Technical Support Engineer
Toronto, ON
Our Team:
Do you want to bring your career to the next level? We are hiring talented Technical Support Engineers to help us secure the world’s information. We want to take the smartest and most passionate security technology fans we can find and put them in an environment where they thrive.

The Role:
This is an individual contributor position that will work as a member of the Americas Support team, providing technical support to customers and partners, and ultimately drive complete resolution to each service request. All customer interaction is done via phone, email, and web and warranted by customer response time commitments established by Symantec Support.

Responsibilities include:
  • Diagnose and solve complex software, hardware and networking issues
  • Create technical action plans for analyzing and resolving customer issues.
  • Assigned projects including; documentation review, Beta product participation, product demos, and presenting technical forums.
  • Create clear and concise documentation in the form of case management notes, technical tips, knowledge base articles and white papers.
  • Provide technical assistance to internal and external customers and partners
  • Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers
  • Works with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution.
  • Participate and provide feedback to product design and technical reviews relating to new features and enhancements
  • Document all customer interactions and resolutions in the existing case management and knowledge based systems
  • Use available support tools to diagnose and resolve product and technical issues
  • Work with Systems Engineers and Engineering groups to resolve customer issues.
Preferred Skills:
  • Layer 2-4 focus on Ethernet, Fast Ethernet, IP Protocols, and applications
  • Experience using telecom and networking tools such as Ethereal or SnifferPro
  • Application and routing protocol knowledge; advanced TCPIP, routing,
  • Working knowledge of the inter-operation of remote access technologies: RADIUS,
LDAP, NTLM, firewalls, etc.
  • Working knowledge of Internet Services: Web Services, Media Servers, Proxy services, browser and media
player operations.
  • Ability to conduct analysis of facts, info gathering, and create effective test plans
  • Demonstrate strong technical troubleshooting methodologies
  • Must be a complete team player and work well in a team environment
  • Strong written and verbal communication skills
  • Ability and willingness to learn technologies quickly and proficiently
  • Good analytical problem solving skills
  • Motivated to learn new products and technologies quickly
  • Strong organizational and customer service skills
  • Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment while meeting critical
SLAs and deadlines
  • 5+ years’ experience working with customers in a fast-paced, hi tech, support related position or similar
engineering role.
  • Bachelor’s degree in Computer Science or equivalent experience in a related field
  • CCNA and/or CCNP and/or CCIE preferred
Symantec is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. See the EEO poster and supplement .
Symantec Corporation (NASDAQ: SYMC), a global leader in cyber security, operates one of the world’s largest cyber intelligence networks allowing organizations, governments, and people to secure their most important data wherever it lives. Enterprises across the world rely on Symantec for integrated cyber defense against sophisticated attacks across endpoints, infrastructure, and cloud. More than 50 million people and families rely on Symantec’s Norton and LifeLock Digital Safety Platform to help protect their personal information, devices, home networks, and identities at home and across their devices.

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 committed to requests for reasonable accommodations to assist you in applying for positions at Symantec including resume submissions. If you need to request an accommodation, please reach out by email to Talent Acquisition or contact HR Service Exchange .