Senior Technical Support Engineer
Core
Provide end-to-end technical support and strategic partnership for Trellix's enterprise customers, acting as a technical authority and trusted advisor.
Role type
Senior Technical Support Engineer (Account Management)
Builds
Customer success and retention for key enterprise clients
Domain
Cybersecurity
Deliverable
client delivery
Required skills
technical problem-solving, account management, escalation management, onsite support, SLA compliance, stakeholder communication
Preferred skills
deep product expertise, proactive guidance, relationship building
Technologies
Trellix products, MAX (service management tool)
Responsibilities
Serve as first contact for support issues and lead escalation response; Provide proactive guidance and assist in deployment of new product releases; Manage status and communications of service requests and defects; Provide onsite technical support when remote resolution fails; Escalate issues to backline engineers while owning communication responsibilities; Log all activity in MAX; Act as a technical advisor to customers.
Seniority
Senior, hands-on IC with account management responsibilities
