Cybersecurity Support Engineer - Flexible Hours

trellix; United States; On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Community Involvement

Job summary

Trellix seeks a Technical Support Engineer to provide frontline technical support to customers, diagnosing and resolving product-related issues with clear communication. You will conduct remote troubleshooting, collect data, and collaborate with teams to meet service level goals while gaining hands-on experience with Trellix security products.

This individual contributor role requires a customer-first mindset, basic networking and web services knowledge, and the ability to manage multiple issues

Qualifications

• Basic knowledge of troubleshooting practices 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.

Responsibilities

• 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

Skills

Troubleshooting

Networking basics

Databases

Web services

Customer service

Communication

Job description

Trellix seeks a Technical Support Engineer to provide frontline technical support to customers, diagnosing and resolving product-related issues with clear communication. You will conduct remote troubleshooting, collect data, and collaborate with teams to meet service level goals while gaining hands-on experience with Trellix security products.

This individual contributor role requires a customer-first mindset, basic networking and web services knowledge, and the ability to manage multiple issues