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 Sr. 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 Sr. 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.
As a technical expert s / he should demonstrate proficiency with security as it relates to :
Network technologies such as Firewall, VPN, IDS and related network security design and implementation, Packet trace analysis, Network protocols (TCP / IP, DNS, LDAP etc.)
Strong endpoint security experience, supporting and troubleshooting, including design, implementation, and management, Security tools, technologies and processes
Platforms such as Microsoft Windows, including ability to troubleshoot services, applications, and drivers, Linux, Unix
Virtualization and / or cloud technologies such as VMware vSphere, Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS
Familiar with SSL communication and other encryption technologies and
Intrusion Detection / Prevention System
Other requirements :
A minimum of 4-5 years of related experience
Effective communication skills (verbal and written) including being able to present to small groups of technical individuals
Self-motivated and has high sense of accountability
Organized and pays attention to details
Able to manage time and knows how to set priorities
Enjoys problem solving and passionate in learning new technologies / skills
Security network, and systems related professional certifications are a plus