Customer Success Engineer

Job Title:

Customer Success Engineer

About Trellix:

Trellix is the cybersecurity company transforming security operations with artificial intelligence (AI), analytics, and automation to create a resilient digital world. Our market-leading AI-powered XDR Platform learns and adapts to disrupt active threats and empower CISOs with living security. The platform’s open architecture and broadest set of native security controls across endpoint, email, network, cloud, and data security integrates with over 500 third-party tools to create multi-vector, multi-vendor event correlation and context to speed up investigations. The Trellix Advanced Research Center provides an additional layer of protection by continuously informing the platform on the latest threat actor TTPs (techniques, tactics, and procedures) and recommendations from millions of global sensors. Trellix and an extensive partner ecosystem accelerate technology innovation and empower over 40,000 business and government customers to build confidence in the protection and resilience of their operations. Learn more at Trellix.com.

Role Overview:

Technical Support Engineer

About the role -

• Act as point-of-contact for enterprise customers of Trellix. 
• Provide end to end support to customers. 
• Attempt to provide resolutions on the first interaction with customers. 
• Handle multiple cases at the same time with varying degrees of severity .
• Work in a team with assorted expertise. 
• Update customers on progress of their cases on a regular-basis.
• Leverage team members’ expertise to deliver resolutions to customers in a timely-manner.

About you-

• 3-6 years’ experience with a Technical Support Center. 
• Strong knowledge of latest Windows OS with latest editions)
• Excellent troubleshooting skills on Windows OS & Networking.
• Managing Customers from regions such as NA, UK or APAC. 
• Exposed to working shifts in nights. 
• Handled overseas customers on phone queues. 
• Exposure to severity based models would be preferable. 
• Exposure to Enterprise/Corporate customers preferable. 

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.

• 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.