Job Title:
Associate Customer Success Engineer
About Trellix:
Trellix is a global company redefining the future of cybersecurity and soulful work. 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:
The Customer Success Engineer provides support for Trellix's customers. This includes, but is not limited to data entry, escalation of issues, testing and problem resolution.
- 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.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and 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
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why we prohibit discrimination 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.
