Customer Success Engineering

• Provide, during specified working hours, technical support for Trellis’s customers as the primary responsibility.
• Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution. This includes but is not limited to speaking/working with the designated primary customer contact on an “as needed” basis or as preferred by the customer.
• Provide onsite technical support of customer issues in those circumstances where remote resolution has failed for customers.
• Take responsibility for establishing and maintaining effective communication with the customer’s designated contact as required to ensure the customer’s complete satisfaction with Trellix products and support services.
• Take responsibility for the escalation of any issues to backline engineers as required for assistance and/or to maintain established SLAs. Own communication responsibilities for the life of the case regardless of technical ownership.
• Log all activity associated with any service request in MAX so that a complete and thorough record is maintained for the customer and Company.
• Submit suggestions for new Knowledge Base articles as well as any potential improvements that can be made to existing articles.
• Perform additional duties established by Management as they relate to the provision of technical support to Trellix’s customers.
• Ensure compliance with Service Level Agreements as contractually documented for customers. These SLAs include, but are not limited to, customer status updates, issue escalation and the responsiveness.
• On Call 24 x 7 for customers on a rotational basis.
• Act as technical advisor to customers where required and for customers.

About you:

• Strong personal computing skills in Windows workstation/servers
• Extensive knowledge of TCP/IP Networking, security architectures and LAN/WAN technologies. 
• Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
• Solid knowledge of the use and configuration of virtual environments such as VMWare.
• Ability to multitask and prioritize job requirements.
• Strong personal and telephone interaction/communication skills at the business professional services level
• Excellent English & Korean written and verbal communication skills.

Aditional Skills:

• Tertiary education, either University or Technical College, in computer science or a related field
• IT / IT Security certifications
• CompTIA Security and/or CISSP Certification preferred.
• Experience of supporting Trellix products and advanced or emerging security technologies strongly preferred.