Technical Support Engineer

Trellix; Plano (TX); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Community Involvement Support

Job summary

Trellix is seeking a Technical Support Engineer to join our frontline support team in the United States. You will diagnose and resolve product issues, leveraging your troubleshooting skills and Trellix tools to ensure timely resolutions for customers.

In this individual contributor role, you’ll handle moderately complex problems, assist with data collection, and participate in remote troubleshooting sessions to maintain high service levels across Trellix products and platforms.

Qualifications

• Basic troubleshooting practices and solutions.
• Customer service and technical support fundamentals.
• Networking, databases and web services basics.

Responsibilities

• Provide frontline technical support to Trellix customers and resolve product issues.
• Assess issue severity, log activities and own resolution until closure.
• Assist with data collection and remote troubleshooting sessions to maintain service levels.

Skills

Networking basics

Databases

Troubleshooting

Job description

About Trellix
Trellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com .

Role Overview:

As a Technical Support Engineer at Trellix, you will provide frontline technical support to customers, diagnosing and resolving product-related issues using your expertise, available tools, and troubleshooting techniques. This role requires a customer-focused mindset, strong communication skills, and the ability to assess issue severity, implement solutions, and ensure timely resolution.

You will also assist with data collection, facilitate remote troubleshooting sessions, and contribute to maintaining high service levels. Technical expertise in networking, security, and web services is highly valued. This role offers the opportunity to work hands‑on with Trellix products in a collaborative and dynamic environment.

About the Role:

• 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
• Communicate information in a straightforward and clear manner
• Probe/Ask questions and checks for understanding including open-ended and close needed questions

About You:

• Basic knowledge and general understanding of troubleshooting practices, procedures 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
• Ability to multi-task and prioritize job requirements
• Would be a plus: Understanding of Trellix Products

Note: Must be a US citizen

This is an individual contributor role.

The Base Pay Range is $70,000 – 80,000. Actual base pay within the Base Pay Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we 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.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Support for Community Involvement

We're serious ab out our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment 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.