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.
We are looking for technical experts who will be responsible in resolving challenging, potentially high impacting customer situations with the utmost level of technical expertise and professionalism.
The Customer Service Engineer will take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for Trend Micro’s enterprise clients through onsite and remote (online and via telephone) support.
The ideal candidate will demonstrate a strong aptitude for learning new technologies. S / He should be highly analytical with the ability to derive facts quickly, methodically, and accurately.
This is a customer-facing role that will require solution to product, system and network problems of low to high complexity.
Given the responsibility, the Customer Service Engineer should also be effective in collaborating with team mates and other engineering group with the primary goal of providing the best solution to customer concerns.
Primary Duties and Responsibilities :
Provides SaaS application support as a first responder with advanced troubleshooting skills to Trend Micro external customers.
Provides recommendations and solutions to Trend Micro SaaS application deployment challenges on various SaaS platforms.
Works closely with PDG / SEG / Operation Team (DevOps) to conduct new update / release testing and provide workaround / solution to product bugs.
Provides ticket management with full accountability by working closely and proactively with customer, support managers, DevOps and other stakeholders.
Provides on-site customer support as needed.
Contributes to Trend knowledge base with solutions and necessary documentation.
Mentors other support engineers as needed.
Required Job Related Skills and Experience :
Candidate must possess at least a Bachelor's Degree in Engineering (Computer / Telecommunication), Computer Science / Information Technology or equivalent.
Basic knowledge on TCP / IP, HTTP / HTTPS / FTP / SMTP, SQL, Firewalls, Proxy
Windows / Linux / Network troubleshooting experience as Virtualization Administrator / Network Administrator / Network Engineer / System Engineer / System Integrator / Technical Support Engineer
Hands-on experience in networking, client / server applications and virtualization environment
Knowledge and experience on Docker / K8S, AWS, Azure or other cloud platforms is an advantage.
VMware Certified Professional / VMware Certified Advanced Professional is an advantage.
Certification on the following is an advantage : MCSE, SCSA / SCNA, RHCE, CLA / CLP (Principal), LPIC, CCNA, CCNP.
Previous coding experience with Bash / Python and API is a plus.
Security Certification is a plus (ex. CISSP, SANs, GIAC, ICSA, etc).
Help Desk / Support Experience is an advantage.
Additional Qualifications :
Strong and mature English verbal and written communication skills
Passionate interest in IT and initiative to keep up with current IT trends
Self-motivation and capability to work independently
Ability to assess a problem and to coordinate and execute solutions
Strong organizational and time management skills; ability to handle multiple tasks and projects simultaneously
Ability to work on-call on a rotational basis
Ability to perform all functions consistently, accurately and in a timely manner
Ability to interact efficiently, cooperatively and professionally with all Trend SaaS support team members
Be a Trender.