Technical Support Engineer

As a Customer Success Engineer at Trellix, you will provide frontline technical support, diagnosing and resolving product-related issues for customers. This role demands a customer-focused mindset, strong communication, and the ability to assess issue severity, implement solutions, and ensure timely resolution. You will also assist with data collection, facilitate remote troubleshooting, and maintain high service levels. Technical expertise in networking, security, and web services is highly valued, offering a collaborative environment to work hands-on with Trellix products.

Must Have

• Provide frontline technical support
• Troubleshoot Trellix product issues
• Assess issue impact, severity, and urgency
• Log testing, troubleshooting, and research
• Own technical issues until resolution
• Assist with workaround/solution implementation
• Facilitate conference calls/remote sessions
• Achieve service level goals
• Communicate clearly and check for understanding
• Basic knowledge of troubleshooting practices
• Basic customer service and technical support skills
• Basic experience with networking fundamentals
• Basic experience with databases
• Basic understanding of Web services
• Basic understanding of Security
• Ability to identify data requirements and assist with data collection
• Customer service mindset
• Ability to multi-task and prioritize

Good to Have

• Understanding of Trellix Products

Perks & Benefits

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement
• Flexible work hours
• Family-friendly benefits

Role Overview:

As a Customer Success Engineer at Trellix, you will provide frontline technical support to customers, diagnosing and resolving product-related issues using your expertise, available tools, and troubleshooting techniques. This role requires a customer-focused mindset, strong communication skills, and the ability to assess issue severity, implement solutions, and ensure timely resolution.

You will also assist with data collection, facilitate remote troubleshooting sessions, and contribute to maintaining high service levels. Technical expertise in networking, security, and web services is highly valued. This role offers the opportunity to work hands-on with Trellix products in a collaborative and dynamic environment.

About the Role:

• Provide front line technical support to Trellix Customers utilizing personal knowledge, tools and resources to understand customer issues, frame the service request and provide known solutions in a timely manner.
• Develop skills to perform basic activities in own job; including analytical/technical skills to perform routine activities.
• No supervisory responsibilities, focuses on developing own skills.
• Troubleshoot customer’s Trellix product issues using knowledge and available tools
• Assess and understand the impact, severity and urgency of issues
• Log testing, troubleshooting and research issues in process of resolution
• Full ownership of technical issues until resolution provided.
• Able to resolve moderately complex problems over time and with some guidance
• Assist customers with the implementation of workarounds/solutions
• Facilitate conference calls / remote sessions to resolve product issues
• Perform duties as required/assigned by line manager
• Achieve acceptable service level goals
• Communicate information in a straightforward and clear manner
• Probe/Ask questions and checks for understanding including open-ended and close needed questions

About You:

• Basic knowledge and general understanding of troubleshooting practices, procedures and providing solutions.
• Basic customer service and technical support skills to perform routine tasks.​
• Basic experience with networking fundamentals, databases, and troubleshooting technique.
• Basic Understanding of Web services and Security.
• Able to identify data requirements and assist with data collection
• Customer service mindset
• Ability to multi-task and prioritize job requirements
• Would be a plus: Understanding of Trellix Products

This is an individual contributor role.

The Base Pay Range is $84.000.000-90.000.000M. Actual base pay within the Base Pay Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

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.