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Designated Support Engineer

Salt Lake City, Utah, United States of America

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Job Title:

Designated Support Engineer

Role Overview:

The Trellix Designated Support Engineer, (DSE), provides outstanding customer service to key Trellix customers and will bring expertise and deep knowledge of Trellix products, related technologies, and of customers’ deployments to solve problems quickly while providing proactive guidance. .

What You Will Do: 

  • DSEs are a very critical and essential role in the Trellix Customer Support organization, with advanced technical, problem solving, account management, and customer interaction skills:

  • In this senior role, DSEs support a small set of business-critical customers and serve as the first contact for technical support issues, lead escalation response while developing ongoing relationships with customer and becoming their advocate. 

  • Provide wide discretion to act in the best interest of your customers, orchestrating assistance from any other Trellix technical support, professional services, sales, or engineering organizations. 

  • Provide proactive guidance and encourage adoption and assist in deployment of new product releases. 

  • Manage the status of 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; conduct regular reviews of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality.

  • As senior members of the customer support organization, DSEs also mentor members of the Technical Support team to help them develop their technical and customer interaction skills.

What you will have:

  • 7+ years relevant experience in Customer Support/Success:

  • Must be able to work in the US without sponsorship

  • Demonstrated proficiency with security as it relates to intrusion detection and security tools and technologies 

  • Fundamental understanding of an operating system including understanding of 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 

Additional Qualifications: 

  • Desired security network, and systems related professional certifications are a plus 

  • Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience 

  • Completion of job-related technical trainings 

  • Firewall, VPN, IDS and related network security design and implementation 

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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