Customer Success Engineer

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.

ABOUT TREND MICRO

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com

POSITION OVERVIEW

The Customer Success Engineer (CX) MMEA/Türkiye will demonstrate a strong aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. Make a difference by being highly analytical with the ability to derive facts quickly, methodically, and accurately. As the Customer Success Engineer, you shall be responsible to effectively setup and configure complex lab environments to replicate and resolve customer reported issues in the shortest possible time. This is a customer-facing role where you will work closely with different types of customers and partners to solve their product, system and network problems of low to high complexity. The Customer Success Engineer will be accountable to ensure that the customer is successful with the TM products that they purchased. The Customer Success Engineer shall also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers via onsite, online and via telephone. 

PRIMARY RESPONSIBILITIES

• Intrusion Detection/Prevention Systems 
• Security tools, technologies and processes 
• Firewall, VPN, IDS and related network security design and implementation 
• Strong endpoint security experience, including design, implementation, and management 
• Microsoft Windows Server, including ability to troubleshoot services, applications, and drivers 
• Linux, Unix 
• Virtualization and/or cloud technologies such as Kubernetes, Docker, Microsoft Hyper-V, Microsoft Azure, Amazon AWS 
• Network technologies (firewalls, routers, switches) 
• Network protocols (TCP/IP, DNS, SMPT, LDAP etc.) 
• Familiar with SSL communication and other encryption technologies 
• Experience in supporting and troubleshooting endpoint and cloud security solutions 

SECONDARY RESPONSIBILITIES

• Intrusion Detection/Prevention Systems 
• Security tools, technologies and processes 
• Firewall, VPN, IDS and related network security design and implementation 
• Strong endpoint security experience, including design, implementation, and management 
• Microsoft Windows Server, including ability to troubleshoot services, applications, and drivers 
• Linux, Unix 
• Virtualization and/or cloud technologies such as Kubernetes, Docker, Microsoft Hyper-V, Microsoft Azure, Amazon AWS 
• Network technologies (firewalls, routers, switches) 
• Network protocols (TCP/IP, DNS, SMPT, LDAP etc.) 
• Familiar with SSL communication and other encryption technologies 
• Experience in supporting and troubleshooting endpoint and cloud security solutions 

EXPERIENCE

• A minimum of 5 years of related experience 
• Ability to communicate effectively both verbally and in writing 
• Desired security network, and systems related professional certifications are a plus 
• Able to debug problems and deliver solutions with a high level of customer satisfaction 
• Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic 
• Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable 
• Excellent time management skills 
• Ability to present to small groups of technical individuals 
• Extreme attention to detail 
• Enjoys problem solving and displays an eagerness to learn new technologies/skills 

Trend Micro strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity - the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.