Thrive Support Advocate

Job Title:

Thrive Support Advocate

About Trellix  
Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era. Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments. Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape. Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks. At Trellix, we empower professionals at all career stages to expand their technical expertise, lead strategic initiatives, and make a tangible global impact. Whether you are an industry pioneer or an emerging specialist, Trellix provides the tools and opportunities to enhance and expand your skill set. Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future. More at https://trellix.com.

Role Overview:

The Thrive Support Advocate (TSA) is a dedicated, non-technical operational resource responsible for acting as a primary customer escalation point and operational partner for large enterprise accounts. TSA ensures customers maximize the value of their support services, streamline operational workflows, and maintain complete visibility into their support experience.

Key Responsibilities

• Primary Operational Escalation Point: Serve as the primary contact for non-technical support inquiries, operational issues, and service escalations.
• Regular Account Reporting: Prepare and deliver reports covering service request statuses, ticket health, flex credit consumption, and operational best practice recommendations.
• Flex Credit Management: Collaborate with account teams to guide the optimal consumption of Flex Credits, maximizing cross-service adoption and return on investment. 
• Cross-Functional Collaboration: Partner closely with Support resources, Engineering resources and account teams to provide a unified support experience.
• Customer Best Practices: Assist customer teams in adopting operational best practices to streamline support interactions and improve overall platform satisfaction.
   

Qualifications & Requirements

• Role Type: Non-technical customer success or account management professional, but a technical background is a plus.
• Core Competencies: Account management, clear communication, analytical reporting, organizational skills, conflict resolution, and strong interpersonal skills.
• Experience managing complex Enterprise accounts in B2B SaaS.
• Weekend and On-call: Rotational shifts as needed.
• Must be fluent in English and Spanish. Portuguese is a plus.

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.

Our Commitment to You:

At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.

Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.

Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.