January 21, 2021

Customer Service Engineer (AMEA – COE)

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  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
  • Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environments.
  • Will provide first call case resolution, software/network troubleshooting and proactive support services
  • Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
  • Effectively interact with the engineering teams to provide solutions to complex technical issues
  • Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support
  • Participate in all projects including building vendor relationships
Desired Experience and Skills
  • Intrusion Detection/Prevention Systems
  • Security tools, technologies and processes
  • Firewall, VPN, IDS and related network security design and implementation
  • Strong endpoint security experience, including design, implementation, and management
  • Microsoft Windows, including ability to troubleshoot services, applications, and drivers
  • Linux, Unix
  • Virtualization and/or cloud technologies such as VMware vSphere, VMware Workstation,
  • Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS
  • Network technologies (firewalls, routers, switches)
  • Network protocols (TCP/IP, DNS, LDAP etc.)
  • Familiar with SSL communication and other encryption technologies
  • Packet trace analysis
  • Experience in supporting and troubleshooting end-point security solutions
  • Open to candidates with 1 to 3 years work experience