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Assigned Technical Contact / Resident Product Specialist

ID: JR0031284

Australia, Sydney

Job Title:

Assigned Technical Contact / Resident Product Specialist

Role Overview:

The Assigned Technical Contact will interface with strategic customers to provide technical support, product training, guide technical enhancements and maintain Trellix on-premise and cloud based Cybersecurity solutions.

About you:

  • 7 or more years of experience in customer support in the Windows and Network Security domain.

  • Minimum Educational Qualifications – BE / B.Tech / M.Tech, B.Sc / Diploma (Computer Science)

  • Deep understanding of the Window OS Concepts and proficiency in server-side troubleshooting.

  • Deep understanding of prior knowledge of TCP/ IP, DNS, SMTP, HTTP/HTTPS, SSL.

  • Prior knowledge of DBMS, DB server technologies, Vmware

  • Good knowledge of computer hardware (Types of Drives, RAID), windows Boot Process, files involved during windows boot process

  • Windows or Networking certifications like MCSE, CCNA, CCSP, CEH, RHEL, CISSP preferred

  • Act as a Single point of contact for each Customer reported Incident (manage, troubleshoot, resolutions). Handle the Service Requests from cradle to grave & with minimal supervision.

  • Good knowledge of handling outage situations – this role will be handling S1/ S2 Service.

  • You have familiarity with cyber threat identification, management, mitigation, and response strategies.

  • You have the aptitude and ability to develop expertise with Trellix products.

  • You may have experience with Trellix Endpoint Security (ENS), e Policy Orchestrator (ePO), Endpoint Detection and Response (EDR), Threat Intelligence Exchange (TIE), Data Exchange Layer (DXL) and Data loss prevention.

  • Day to Day Duties:

    • Support a major local bank onsite in building and safeguarding their assets with Trellix Security Solutions by demonstrating the highest level of urgency in resolving customer issues in timely manner.

    • Daily review of deployed security solutions to monitor performance, data feeds, API connectivity, DLP (Data Loss Prevention) capabilities, services usage. 

    • Understand customer needs around reporting and help configure the required reports, perform administrative functions related to user management, DLP policy configuration and refinement.

    • Track and report on metrics relevant to use cases of priority to the customer, share insights and recommendations on solution configuration and process improvements to ensure metrics are trending in a positive direction and customers are getting value from our security solutions.

    • Proactively monitor solution functionality and health to identify potential issues as well as work closely with customer contacts to understand issues reported, perform required research to troubleshoot and resolve issues. 

    • Debug system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues.

    • Documentation of the reported issues, regular communication with customers contacts to provide updates on progress and relevant logging in the case tracking and bug management systems. 

    • Timely escalation of critical issues with cross-functional teams (engineering, product management) and senior management to ensure appropriate plans for resolution and communication are in place to address customer needs.  

    • Installation, configuration, troubleshooting and upgrade of solution components are performed on a periodic basis to ensure customer can take advantage of solution capabilities to address their business needs.

    • Review the effectiveness and adoption of deployed use cases, identify future use cases and plan towards deploying same.

    • Engage with account teams and customer stakeholders on weekly operational, monthly service and quarterly business reviews to provide case status, updates on product enhancement requests, share new release updates, operational progress with identified configuration and upgrade activities, dashboard data insights etc.

  • Enablement & Training Focus:

    • Provide on-site and virtual product training & technical training to Premium Support customers and internal team members on key features/use cases, best practices, workshops around governance, policies & data security. 

    • Additional training may be required on a quarterly basis as new solutions or capabilities are added in existing deployments. 

    • Trellix's extensive security solutions have a monthly/quarterly new release cycle, so a monthly overview of enhancements is covered in the service reviews.

  • Cross functional engagement to resolve customer issues and product enhancement requests.

    • Work closely with the internal teams – support, account management, engineering, and products to identify and report bugs identified in the solution and features or enhancements requested by the customer. 

    • This includes performing a detailed analysis of the issue or the enhancement requirement, documenting the relevant information in the appropriate internal case and bug tracking systems, communicating this information to the relevant internal teams and tracking and reporting on progress and updates with the customers.

  • Provide Technical excellence and knowledge sharing

  • Participate in and lead internal technical enablement sessions on Trellix Security solutions and relevant technologies to stay current on the latest security trends and product roadmaps to maintain technical excellence and provide the trusted advisory services to the customer.

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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