Threat Customer Service Engineer
Trend Micro
Pásig, Philippines
6d ago
  • Handle threat related escalations from technical support teams (Ex. CoE, MB, SB)
  • Coordinate proactive threat related activities
  • Monitor cases received by the team for any high severity or high impact malware
  • Update regional reports on the current or high impact threat activity from received cases
  • Disseminate threat or core technology related information to the rest of Support team
  • Understand region's threat training needs and conduct threat training as needed
  • Assist with set up and maintenance of local malware sourcing systems
  • Test TM Product’s effectiveness against emerging threats
  • Documents processes and best practices related to threat processing
  • Provide feedback for improvement of threat systems
  • Help operate Threat Monitoring Services and maintain associated systems.
  • Interacts with product development team and Service Engineering Group in identifying and resolving threat gaps
  • Provides email, phone and remote control support; has day or night shift assignments
  • Provides customer onsite support (after approval) and ready for immediate travel when needed
  • Desired Experience and Skills

  • Minimum 3years network administration and IT Security experience
  • Experience and knowledge in twoor more of the following areas : Security Policy Development, Intrusion Detection, Threat Analysis, Virus Control, Network Security, Operating System Security, Internet Security
  • Knowledgeable in Forensic software applications (, FTK, Helix, Cellebrite, XRY, etc.)
  • Microsoft Certified for Windows 2008 / 2012 or Linux / Solaris Certified Administrator are an advantage; Security Certifications is a PLUS! (ex.
  • SCSA / SCNA, RHCE, CLA / CLP, CISSP, etc.)

  • Hands-on experience in Internet / Networking environments, client / server applicationsand HelpDesk Support is an advantage
  • Working knowledge in any of the following Applications : SendMail, MS Exchange Server, Lotus Notes, MS Proxy, ISA, Firewalls (Checkpoint), TCP / IP, WAN, VPN, FTP, HTTP and SMTP Protocol
  • Ability to effectively assist / guide customer onsite, online and via telephone
  • Have a good command of the English language (written and oral)
  • Quick learner with desire to learn new tools and techniques
  • Able to manage multiple complicated assignments simultaneously
  • Self-motivated and a team player
  • Able to work independently
  • Passionate interest in IT and possess initiative to keep up with current IT trends
  • Enjoys workingin a challenging environment
  • Knowledge in software test automation or experience in software testtools development is a PLUS!
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