Customer Support Engineer

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world's most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Position Summary:

The Customer Support Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Customer Support 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.

Responsibilities:

• Provide exceptional customer service while responding to phone, email 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
• 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 Support Engineer members to enhance the quality and efficiency of support
• Maintain and expand working knowledge of current and beta (unreleased) 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 Support 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 Support Engineer, you must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues. Core technologies being networking, database, and operating system. Scripting and automation is a bonus as well as cloud services.

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

• Virtualization and/or cloud technologies such as VMware vSphere, VMware Workstation, Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS, Google Cloud Platform.
• Microsoft Windows, including ability to troubleshoot services, applications, and drivers
• Linux, Unix troubleshooting and administration
• Container technologies (Docker, Kubernetes, etc.) a plus
• Automation Tools (python, node, java, Jenkins, Chef, Ansible, etc.)
• Basic understanding of API calls
• Security tools, technologies and processes
• Network protocols (TCP/IP, DNS, LDAP etc.)
• Troubleshooting of network related issues by performing packet trace analysis
• Strong endpoint security experience, including design, implementation, and management
• Network technologies (firewalls, routers, switches)
• Familiar with SSL communication and other encryption technologies
• Experience in supporting and troubleshooting end-point security solutions
• Firewall, VPN, IDS and related network security design and implementation
• VMware, Cisco or any Security Certifications a plus
• Experience in/exposure to any one cloud service (AWS, Azure, Google Cloud), AWS being the preferred

Experience and Personality Required:

• A minimum of 4-5 years of related experience
• Ability to communicate effectively both verbally and in writing
• Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable
• Excellent time management skills
• Extreme attention to detail
• Enjoys problem solving and displays an eagerness to learn new technologies/skills
• 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
• Ability to present to small groups of technical individuals
• Desired security network, and systems related professional certifications are a plus

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. 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.