Technical Support Engineer

Job Title:

Technical Support Engineer

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. In software companies this job generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support when the customer’s problem cannot be resolved directly.

The Technical Support Engineer provides support for Trellix’s customers. This includes, but is not limited to data entry, escalation of issues, testing and problem resolution.

MAIN RESPONSIBILITIES

• Provide, during specified working hours, technical support for Trellix’s customers as the primary responsibility.

• Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.  This includes but is not limited to speaking/working with the designated primary customer contact on an “as needed” basis or as preferred by the customer.

• Provide onsite technical support of customer issues in those circumstances where remote resolution has failed for customers.

• Take responsibility for establishing and maintaining effective communication with the customer’s designated contact as required to ensure the customer’s complete satisfaction with Trellix products and support services.

• Take responsibility for the escalation of any issues to backline engineers as required for assistance and/or to maintain established SLAs.  Own communication responsibilities for the life of the case regardless of technical ownership.

• Log all activity associated with any service request in MAX so that a complete and thorough record is maintained for the customer and Company.

• Submit suggestions for new Knowledge Base articles as well as any potential improvements that can be made to existing articles.

• Perform additional duties established by Management as they relate to the provision of technical support to Trellix’s customers.

• Ensure compliance with Service Level Agreements as contractually documented for customers.  These SLAs include, but are not limited to, customer status updates, issue escalation and the responsiveness.

• On Call 24 x 7 for customers on a rotational basis.

• Act as technical advisor to customers where required and for customers.

PERSON SPECIFICATION

• Strong personal computing skills in Windows workstation/servers

• Extensive knowledge of TCP/IP Networking, security architectures and LAN/WAN technologies.  

• Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.

• Solid knowledge of the use and configuration of virtual environments such as VMWare.

• Ability to multitask and prioritize job requirements.

• Strong personal and telephone interaction/communication skills at the business professional services level

• Excellent English/Mandarin written and verbal communication skills.

DESIRABLE

• Tertiary education, either University or Technical College, in computer science or related field IT / IT Security certifications

• CompTIA Security and/or CISSP Certification preferred. 

• Experience of supporting Trellix products and advanced or emerging security technologies strongly preferred.

• Additional languages (Cantonese) as an advantage

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we 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 a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment 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.