Customer Success Engineer

Job Title:

Customer Success Engineer

Role Overview:

- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

In this role you will provide end-to-end technical support for Trellix customers, and you are responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery. When a customer needs technical support, you will be the first and last person they call. You will rely on your experience and product knowledge, as well as a clear focus on customer service to drive customer success.

What You Will Do:

• Troubleshoot customer incidents, gather appropriate data, consult others when necessary and own the issue through to resolution

• Assess and understand the impact, severity and urgency of issues
• Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience
• In some cases, work alongside a customer's technical teams to assist them in extracting the maximum value from their Trellix products
• Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience
• Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution

• Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals
• Collaborate and communicate with all other internal relationship management groups to improve the customer experience
• Maintain a strong knowledge of Trellix products and new vulnerabilities and threats
• Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision
• Identify and share opportunities for formal training, professional services consultations and product upsells

• Set and manage expectations with customers, including regular and timely communications
• Assist customers with the implementation of workarounds/solutions
• Identify data requirements and assist with data collection
• Author KB articles and SNS communications

About You:

• 1+ years of applicable experience in a customer-supporting Information Technology environment or industry certifications (Net+, Sec+, Linux)
• Customer focused, with a pro-active and responsive approach
• Able to understand and define customer needs
• Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience

• Strong, proven customer service skills and experience supporting customers in large/global scale environments
• Excellent time management and troubleshooting skills
• Strong problem-solving skills
• Ability to build a solid rapport and gain confidence with customers
• Strong focus on customer satisfaction

• Demonstrate a thirst for learning and the ability to retain and build upon knowledge and experience
• Proficiency in written and spoken English required
• Strong interpersonal and communication skills to successfully train users in applications and operating system fundamentals and writing basic documentation
• Highly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI and having Administration experience
• Experience of in-depth Log Analysis using command line tools

• Intermediate knowledge of networking technologies, internetworking devices and protocols
• Intermediate level knowledge of Firewall, VPN, IDS and related network security design and implementation
• Must have US Citizenship (For US based Engineers ONLY)
• Must be able to pass FBI background check

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.

• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support 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.