Senior AI Security Support Engineer (Hybrid)

TrendMicro; Irving (TX); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Comprehensive health benefits

Paid time off

401(k) with company match

Parental and medical leave

Job summary

TrendAI™ in Irving offers a Hybrid Technical Support Engineer position focused on resolving challenging customer issues across onsite, online, and phone channels. You will own the customer relationship to drive satisfaction and proactively manage technical problems for Trend AI products within clients’ networks.

The ideal candidate has 4+ years of related experience or a college degree, strong analytical and communication skills, and the ability to travel as needed.

Qualifications

• Customer-facing role experience with strong communication skills.
• Ability to resolve high-impact customer issues in a fast-paced environment.
• Experience configuring lab environments to replicate and resolve issues.

Responsibilities

• Provide exceptional customer service via phone, email, and online requests.
• Own technical support relationship to drive customer satisfaction and proactive issue resolution.
• Assist deployment, integration, and maintenance of Trend AI products within client environments.
• Provide first-call resolution, troubleshooting, and proactive support services.
• Mentor and train other Technical Support Engineers to elevate skills.

Skills

Customer service

Troubleshooting

Mentoring

Communication

Travel readiness

Education

Bachelor's degree or equivalent

Tools

Python scripting

AI diagnostic tools

SQL basics

VMware virtualization

Job description

TrendAI™ in Irving offers a Hybrid Technical Support Engineer position focused on resolving challenging customer issues across onsite, online, and phone channels. You will own the customer relationship to drive satisfaction and proactively manage technical problems for Trend AI products within clients’ networks.

The ideal candidate has 4+ years of related experience or a college degree, strong analytical and communication skills, and the ability to travel as needed.