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Customer Success Engineer

Plano, Texas, United States of America

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Job Title:

Customer Success Engineer

Role Overview:

The Customer Success Engineer (CSE) is an essential part of the Customer Success organization and provides outstanding end-to-end technical and support for key Trellix customers. The successful CSE will provide effective technical service in accurate diagnosing, problem solving to final resolution delivery and will utilize experience and product knowledge with a clear focus on customer service to drive customer success. Preferred location is Draper Utah and/or Plano, TX.

  • Provide customer and technical support to IT employees in customer offices and work with Trellix field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex software, and hardware issues.

  • Handle, own and resolve incidents opened by the customer by effective troubleshooting, gathering appropriate data, and consulting with other individuals and teams.

  • Conduct remote meetings with customers to accelerate resolution in conjunction with direction from management.

  • Assess and understand, and the impact, severity, and urgency of issues to completion.

  • Provide consultation to customers to extract maximum value from the products by answering product-specific questions, preventing issues, while enhancing the customer experience

  • Work with a customer's technical team as needed to review open issues daily and update them on the status of their escalated cases and assist as needed.

  • Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience

  • Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution

  • Achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals

  • Collaborate and communicate with all other internal relationship management groups to improve the customer experience

  • Maintain a current level of knowledge on Trellix products and new vulnerabilities and/or threats

  • Aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision

  • Identify and share opportunities for formal training, professional services consultations and product upsells

  • Set and manage expectations with customers, including regular and timely communications

  • Assist customers with the implementation of workarounds/solutions

  • Identify data requirements and assist with data collection

  • Report problems or bugs to design engineering/software engineering. May be involved in customer installation and training as needed.

  • As Required
  • US Citizenship required
  • Participate in after-hours coverage for customer escalations on a rotational basis
  • Willing to work AMER hours (7:00AM CST to 7:30PM CST) on rotational basis
  • Willing to commute in the Plano, TX and/or Draper, Utah office in a hybrid model as appropriate
  • Mentor and train other support engineers
  • Author KB articles and SNS communications
  • Participate in Trellix Support Communities channel

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.

  • Pension and 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.

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