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About the Role
The Support Engineering role provides end-to-end technical assistance and strategic partnership for Trellix customers, combining foundational issue resolution with elite, high-touch account management. This position spans daily operational support through proactive enterprise guidance, functioning as both a technical authority and a trusted partner alongside Sales forces.
Responsibilities
- Provide technical support for Trellix’s customers during specified working hours.
- Serve as first contact for support issues, lead escalation response, and develop ongoing relationships with the customer.
- Become the customer's advocate on Trellix products, new features, and detection efficacy.
- Provide proactive guidance, encourage adoption, and assist in the deployment of new product releases.
- Manage and support a small set of customers, orchestrating assistance from other teams as needed.
- Manage the status and communications of service requests, product requests, defects, and customer project plans.
- Provide technical solutions for specific or grouped products with a focus on quality and expedient resolution.
- Provide onsite technical support when remote resolution fails.
- Remain mostly based in proximity to the customer to build relationships through face-to-face interactions and onsite assistance.
- Establish and maintain effective communication with the customer’s designated contact to ensure complete satisfaction.
- Escalate issues to backline engineers to maintain established SLAs, owning communication responsibilities for the life of the case.
- Ensure compliance with contractually documented Service Level Agreements (SLAs).
- Collaborate with support management to orchestrate responses beyond direct capability.
- Conduct regular reviews of service delivery quality and industry threat assessments, and solicit feedback.
- Log all activity associated with any service request in MAX to maintain complete and thorough records.
- Submit suggestions for new Knowledge Base articles and potential improvements to existing ones.
- Act as a technical advisor to customers where required.
- Perform additional duties established by Management as they relate to the provision of technical support.
- Participate in an On Call 24 x 7 rotational basis.
Requirements
- Leveraging deep expertise in Trellix products, related technologies, and specific customer deployment environments.
- Utilizes advanced technical acumen, strong account management skills, and high-impact customer interaction capabilities.
Skills
- Technical Support
- Account Management
- Problem Solving
- Customer Relationship Management
- Communication
Location
- Onsite
Work Type
- Full-time
Experience Level
- Senior
Benefits
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
About the Company
- Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era.
- Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments.
- Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape.
- Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks.
- At Trellix, we empower professionals at all career stages to expand their technical expertise, lead strategic initiatives, and make a tangible global impact.
- Whether you are an industry pioneer or an emerging specialist, Trellix provides the tools and opportunities to enhance and expand your skill set.
- Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future.
- More at https://trellix.com.
Equal Opportunity
- We prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.