Customer Support Engineer

US-TX-Irving
3 weeks ago
Job ID
2017-20569
# Positions
2
Employee Type
R- Regular
Full Time / Part Time
Full Time
Category
Technical Services and Support

Overview

Trend Micro: Securing Your Journey to the Cloud

Trend Micro, the world’s largest independent security software company, strives to make the world a safer place by protecting digital information. Our solutions for consumers, businesses and governments provide layered security to protect information on mobile devices, endpoints, gateways, servers and the cloud. Trend Micro enables the smart protection of information, with innovative technology that is simple to deploy and manage, and security that fits an evolving ecosystem. Our solutions are supported by over 5000 employees in over 50 countries and powered by the world’s most advanced cloud-based global threat intelligence, the Trend Micro™ Smart Protection Network™.

 

The Customer Service Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Customer Service Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.

Duties & Responsibilities

  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
  • Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environments.
  • Will provide first call case resolution, software/network troubleshooting and proactive support services
  • Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
  • Effectively interact with the engineering teams to provide solutions to complex technical issues
  • Must be available to be on call 24x7 and be able to travel when needed estimate of 5%-10% only
  • Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support
  • Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery
  • Participate in all projects including building vendor relationships
  • Other duties as assigned

Qualifications/Requirements

The ideal Customer Service Engineer will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role where you will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. As the Customer Service Engineer, you must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues.

 

Demonstrated proficiency with security as it relates to several of the following:

  • Intrusion Detection/Prevention Systems
  • Security tools, technologies and processes
  • Firewall, VPN, IDS and related network security design and implementation
  • Strong endpoint security experience, including design, implementation, and management
  • Microsoft Windows, including ability to troubleshoot services, applications, and drivers
  • Linux, Unix
  • Virtualization and/or cloud technologies such as VMware vSphere, VMware Workstation, Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS
  • Network technologies (firewalls, routers, switches)
  • Network protocols (TCP/IP, DNS, LDAP etc.)
  • Familiar with SSL communication and other encryption technologies
  • Packet trace analysis
  • Experience in supporting and troubleshooting end-point security solutions
  • Security Certifications a plus

Required Skills

  • A minimum of 4-5 years of related experience
  • Ability to communicate effectively both verbally and in writing
  • Desired security network, and systems related professional certifications are a plus
  • Able to debug problems and deliver solutions with a high level of customer satisfaction
  • Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic
  • Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable
  • Excellent time management skills
  • Ability to present to small groups of technical individuals
  • Extreme attention to detail
  • Enjoys problem solving and displays an eagerness to learn new technologies/skills

Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity.

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