Customer Service Engineer
Trend Micro
6d ago

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 :

  • Provide exceptional customer service while responding to phone, e-mail 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, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
  • Effectively interact with the engineering teams to provide solutions to complex technical issues
  • Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support
  • Participate in all projects including building vendor relationships
  • Desired Experience and Skills :

  • Intrusion Detection / Prevention Systems
  • Security tools, technologies and processes
  • Firewall, VPN, IDS and related network security design and implementation Strong endpoint security experience, including design, implementation, and management
  • Microsoft Windows, including ability to troubleshoot services, applications, and drivers
  • Linux, Unix
  • Virtualization and / or cloud technologies such as VMware vSphere, VMware Workstation, Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS Network technologies (firewalls, routers, switches)
  • Network protocols (TCP / IP, DNS, LDAP etc.)
  • Familiar with SSL communication and other encryption technologies
  • Packet trace analysis
  • Experience in supporting and troubleshooting end-point security solutions
  • Be a Trender.

    Be #EngineeredToDoGood.

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