DevOps Platform Engineer

Trend Micro is seeking a passionate and innovative individual to join as a DevOps Platform Engineer. This role involves providing technical and non-technical support for Trend Micro products, managing customer accounts, and promoting services. The successful candidate will handle first-line support via phone, email, and chat, log interactions in a CRM tool, and prioritize cases. The position requires continuous learning and contribution to the knowledge base, aiming to make the world safe for exchanging digital information.

Must Have

• Provide technical and non-technical support for Trend Micro products.
• Manage customer accounts and product inquiries.
• Deliver solutions to product concerns.
• Handle first-line support via phone, email, and chat.
• Log all customer interactions in the CRM Tool.
• Prioritize and manage multiple open cases.
• Share knowledge through technical sharing and training.
• Meet business objectives and team targets (SLA, Performance Development Scorecards).
• Continuously improve technical knowledge and skills.
• Use and contribute to the knowledge base for case resolution.
• Bachelor’s degree in Computer Science, IT, or related fields.
• Knowledgeable in Windows, Mac, Android, and iOS platforms.
• Excellent oral and written English communication skills.
• Willingness to work on shifting schedules.

Good to Have

• Knowledge in GenAI

As the number of cyberattacks and digital threats continue to grow, our world needs more passionate and innovative individuals who seek to be trailblazers in and shapers of the rapidly evolving cybersecurity landscape.

At Trend Micro, we offer tremendous opportunities that will challenge and equip you to become engineered to do good in whatever path you take. By choosing to be an agent of change, you will be part of an impactful mission that aims to make the world safe for exchanging digital information.

As the number of cyberattacks and digital threats continue to grow, our world needs more passionate and innovative individuals who seek to be trailblazers in and shapers of the rapidly evolving cybersecurity landscape.

At Trend Micro, we offer tremendous opportunities that will challenge and equip you to become engineered to do good in whatever path you take. By choosing to be an agent of change, you will be part of an impactful mission that aims to make the world safe for exchanging digital information.

Roles and Responsibilities:

• Provides technical and non-technical support of Trend Micro products including concerns with their account management, product inquiries, and delivers the best solutions to product concerns
• Promotes Trend Micro products and services by servicing new and existing accounts and suggesting information on other Trend Micro products and services.
• Talk clients through a series of actions and solutions, either via phone, email or chat, until they've solved the technical/nontechnical concern or inquiry
• Takes first-line support via phone, email, and chat.
• Ensures all customer interaction are logged in the CRM Tool
• Prioritize and manage several open cases at one time
• Proactively shares knowledge through technical sharing and training, solution contribution, and self-service participation.
• Meets business objectives and team targets defined by SLA and Performance Development Scorecards
• Continuously improve and upgrade technical knowledge and skills through training.
• Use existing knowledgebase and contribute to improving solutions in resolving cases.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or related fields
• Knowledgeable in multiple platforms like (Windows, Mac, Android & iOS)
• Excellent oral and written English communication skills
• Shows genuine character and a team player
• Willing to work on shifting schedules
• Fresh graduates are welcome to apply
• Knowledge in GenAI is an advantage

Be Passionate.

Be Innovative.

Be a Trender.

Be #EngineeredToDoGood.