Job Title:

Customer Success Engineer

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

As a Customer Success Engineer at Trellix, you will provide frontline technical support to customers, diagnosing and resolving product-related issues using your expertise, available tools, and troubleshooting techniques. This role requires a customer-focused mindset, strong communication skills, and the ability to assess issue severity, implement solutions, and ensure timely resolution.
You will also assist with data collection, facilitate remote troubleshooting sessions, and contribute to maintaining high service levels. Technical expertise in networking, security, and web services is highly valued. This role offers the opportunity to work hands-on with Trellix products in a collaborative and dynamic environment.

About the Role:

Provide front line technical support to Trellix Customers utilizing personal knowledge, tools and resources to understand customer issues, frame the service request and provide known solutions in a timely manner.

Develop skills to perform basic activities in own job; including analytical/technical skills to perform routine activities.

No supervisory responsibilities, focuses on developing own skills.

Troubleshoot customer’s Trellix product issues using knowledge and available tools

Assess and understand the impact, severity and urgency of issues

Log testing, troubleshooting and research issues in process of resolution

Full ownership of technical issues until resolution provided.

Able to resolve moderately complex problems over time and with some guidance

Assist customers with the implementation of workarounds/solutions

Facilitate conference calls / remote sessions to resolve product issues

Perform duties as required/assigned by line manager

Achieve acceptable service level goals

Communicate information in a straightforward and clear manner

Probe/Ask questions and checks for understanding including open-ended and close needed questions

About You:

Basic knowledge and general understanding of troubleshooting practices, procedures and providing solutions.

Basic customer service and technical support skills to perform routine tasks.​

Basic experience with networking fundamentals, databases, and troubleshooting technique.

Basic Understanding of Web services and Security.

Able to identify data requirements and assist with data collection

Customer service mindset

Ability to multi-task and prioritize job requirements

Would be a plus: Understanding of Trellix Products

This is an individual contributor role.

The Base Pay Range is $70,000 - 80,000. Actual base pay within the Base Pay Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Retirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination 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.