Customer Success Engineer - Japanese Speaking

Job Title:

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:

日本のテクニカルサポートエンジニア（TSE）チームは、常に高いレベルの生産性（3以上）を安定的に達成しており、そのパフォーマンスは社内でも高く評価されています。言語要件の特性上、日本チームは複数の製品を横断的にサポートしており、特定製品ごとの縦割り体制は採用していません。この柔軟かつ広範な対応力により、幅広いお客様ニーズに応えています。
 

【職務内容について】

• Trellixのお客様に対して、一次対応の技術サポートを提供します。個人の知識、ツール、リソースを活用して顧客の問題を理解し、サービスリクエストを組み立て、既知の解決策を迅速に提供します。

• 自身の職務において基本的な業務を遂行するためのスキル（分析力・技術力など）を身につけます。

• Trellix製品に関する顧客の問題を、知識と利用可能なツールを用いてトラブルシューティングします。

• 問題の影響度、重大性、緊急性を評価・理解します。

• 解決の過程で行ったテスト・トラブルシューティング・調査内容を記録します。

• 技術的な問題に対して、最終的な解決策が提供されるまで責任を持って対応します。

• ある程度の指導を受けながら、中程度の複雑さのある問題を時間をかけて解決できる能力が求められます。

• 顧客への回避策／解決策の実装支援を行います。

• 製品に関する問題解決のため、電話会議やリモートセッションを実施します。

• ラインマネージャーからの指示に従い、必要な業務を遂行します。

• 所定のサービスレベル目標を達成します。

• 情報をわかりやすく明確に伝達します。

• オープンエンド型およびクローズド型の質問を含め、適切に問いかけて相手の理解を確認します。

【応募者について】

• トラブルシューティングの実践、手順、解決策提供に関する基本的な知識と理解がある方

• 一般的なカスタマーサービスおよび技術サポートのスキルがあり、日常的な業務を遂行できる方

• ネットワークの基本、データベース、トラブルシューティング技法に関する基礎的な経験がある方

• Webサービスおよびセキュリティに関する基本的理解がある方

• 必要なデータ要件を把握し、データ収集を支援できる方

• 顧客志向のマインドをお持ちの方

• 複数のタスクを同時に処理し、優先順位をつけて業務を遂行できる方

• 顧客対応を含むIT業界での3年以上の実務経験をお持ちの方

• 日本語が堪能であり、英語での読み書きが可能な方
   

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 and security 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.
• 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
• 3+ years of applicable experience in a customer-supporting IT environment
• Fluent in Japanese. Hold reading and writing level in English.

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.