Customer Success Engineer Apprentice

Job Title:

Customer Success Engineer Apprentice

Role Overview:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging Network security Products. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning of software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Customer Success Engineer Intern provides end-to-end technical support for Trellix customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for Trellix customer base.

Principal Duties and Responsibilities

• Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution.
• Assess and understand the impact, severity and urgency of issues.
• Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience.
• In some cases, work alongside a customer's technical teams to assist them in extracting the maximum value.
• 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 key performance indicators like CSAT, Resolution Time, Response Time, etc.
• Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
• 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 as required.
• Participate in after-hours coverage for customer escalations on a scheduled basis.
• Conduct remote sessions with customers as required.
• Author KB articles and SNS communications.

Experience /Skill Sets Required

• Customer focused, with a pro-active and responsive approach.
• Able to understand and define customer needs.
• Excellent verbal and written communication skills.
• Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience.
• Strong, proven customer service skills and experience supporting customers in large/global scale environments.
• Ability to multi-task, prioritize job requirements, and meet deadlines.
• Strong problem solving skills.
• Friendly and approachable personality with positive attitude