L2 Technical Support Engineer

Employer Industry: Technology Distribution

• Opportunity for career advancement and growth within the organization
• Flexible remote work option available
• Comprehensive benefits tailored to your lifestyle
• Access to formal leadership and professional development programs
• Participation in a diverse and inclusive work environment
• Engage in community activities and initiatives

• Provide advanced technical support for Symantec and Broadcom Endpoint Security products via phone, email, and virtual collaboration tools
• Diagnose and resolve complex technical issues related to security deployments and customer infrastructure
• Manage incidents, problems, and changes in accordance with ITIL-aligned ticket management procedures
• Collaborate with engineering and product teams to resolve escalations and enhance product supportability
• Mentor and coach L1 engineers on troubleshooting methods and processes

• 5+ years of hands‑on experience supporting Symantec/Broadcom or equivalent technologies
• Bachelor’s degree in computer science, Cybersecurity, IT, or equivalent experience
• ITIL Foundation certification preferred
• Strong troubleshooting skills in endpoint management platforms and operating systems
• Excellent analytical and problem‑solving skills

• Broadcom / Symantec certifications strongly preferred
• Additional certifications such as Security+ / CISSP, CCNA / CCNP, or Endpoint/EDR platform certifications
• Experience with packet analysis tools (e.g., Wireshark)
• Proven ability to remain professional and customer‑focused under pressure
• Ability to collaborate globally across time zones and teams

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