Designated Success Engineer

Job Title:

Designated Success Engineer

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

The Designated Success Engineer (DSE) provides the best possible customer service to the company’s most important customers. They bring deep knowledge of Trellix products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance. DSEs are the most elite role in Trellix’s customer success engineering organization, with advanced technical, problem solving, account management, and customer interaction skills.

Company Overview

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com

JOB PURPOSE

The Designated Success Engineer (DSE) provides the best possible customer service to the company’s most important customers. They bring deep knowledge of Trellix products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance. DSEs are the most elite role in Trellix’s customer success engineering organization, with advanced technical, problem solving, account management, and customer interaction skills. 

MAIN RESPONSIBILITIES

• Serve as first contact for support issues, lead escalation response and develop ongoing relationship with customer and become their advocate on Trellix products, new features and detection efficacy
• Provide proactive guidance and encourage adoption and assist in deployment of new product releases. 
• Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc. 
• Collaborate with support management to orchestrate support response beyond the DSEs direct capability and conduct regular reviews (at least quarterly) of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality.
• Manage and support a small set of customers, has wide discretion to act in the best interest of their customers, orchestrating assistance from any other Trellix customer success engineering, professional services, sales, or engineering organizations.
• Mostly based in proximity to the customer to build relationships through face-to-face interactions and onsite assistance.

PERSON SPECIFICATION

• 10+ years of overall experience.
• Demonstrated proficiency with security as it relates to intrusion detection and security tools and technologies.
• Fundamental understanding of an operating system; for example, understands job control, soft and hard links or shortcuts, distinctions between the kernel and the user environment.
• Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers.
• Excellent communication skills, self-motivated, self-starter, sense of urgency, personable, well organized, attention to detail.
• Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience.
• Firewall, VPN, IDS and related network security design and implementation.

DESIRABLE

• Technical Account Manager (TAM) similar working experiences and skills.
• Desired security network, and systems related professional certifications are a plus.
• Experience of supporting Trellix products and advanced or emerging security technologies strongly preferred.
• Additional languages as an advantage

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

• Paid Parental Leave

• Support for Community Involvement

We're serious about 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.