• Customer Service Engineer

    Job ID
  • Overview

    Do you love technology and solving complex technical issues? Are you passionate about working for one of the global leaders in enterprise data & cyber security solutions? Our Customer Service Engineer (CSE) role at Trend Micro is for you.


    Our team of CSE’s in Trend Micro collaborate to deliver the best possible support experience for our enterprise customers. With the threat landscape constantly evolving you will receive the opportunity to become a security expert by developing your skills in the areas of threats, security solutions and customer domain.


    You will act as a trusted advisor to our customers', providing dedicated technical guidance to solve technical issues through to resolution. Our team provide proactive technical support to our high-profile customers around our products and solutions and can reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues, while maintaining our standard of quality.


    When you join Trend, you become part of a rare global and diverse family, working towards securing today’s connected world. Our history of nearly 30 years is marked by an entrepreneurial spirit and vision that ensure our products are always ground-breaking in the very competitive software security field.

    The Responsibilities

    • You will provide committed technical assistance to our enterprise level customers, working on problems end to end.
    • You will be responsible for leading crisis situations that may involve technically challenging issues and diverse audiences
    • You will escalate technical issues using our methodologies and effectively interact with other Trend Micro teams globally to provide complete solutions
    • You will contribute to our knowledge base by publishing quality articles and videos which will be used by your peers and our customers
    • You are motivated to promote a positive team environment by assisting team members to improve the professional development of everyone within the organization
    • You can keep up to date with the ever evolving threat landscape and internet security
    • You will maintain and expand your working knowledge of current and beta (non-released) Trend Micro products

    You Are

    • Excited about technology and you love solving complicated technical issues
    • Able to work as within a team, independently and you are able to liaise effectively with our clients' onsite, online and by telephone
    • Able to effectively perform trainings sessions or presentations. You will also present tested solutions to our clients that can be implemented successfully within the client environment.
    • A Trusted advisor who is able to solve customer issues and take ownership

    You Have

    • A college/university degree or have equivalent work experience
    • 3+ year’s experience of complex trouble shooting or technical support
    • Numerous year’s experience with Microsoft Windows - MCSA Certification is desirable.
    • Experience with Linux Operating Systems desired but not required (RHCSA, LPIC Certification highly desirable)
    • Related industry certification (CCNA/CCNP;WCNA;CISSP;SSCP;CEH) is significant advantage
    • An in depth expertise of network routing protocols and internet troubleshooting techniques (Routers, Switches, VPN, Intrusion Detections/Prevention, Firewall, Advanced Threat)
    • An understanding of Windows and Linux based Sniffers (Wireshark, TCPDump)
    • The ability to adapt to change in a dynamic and fast paced environment
    • Excellent collaboration skills as well as exceptional communication & negotiation skills by phone with our customers
    • The proven expertise in account management and/or Consulting with an ability to work with a broad and diverse set of clients
    • State-of-the-art competence to solve and record solutions for our customers and colleagues with advance proficiency in case management databases and tools
    • The capacity to occasionally travel and availability for on-call support on a periodic/rotational basis
    • Fluent English language skills both verbally and written


    Equal Opportunities Statement:

    At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.


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