• Customer Service Engineer Hybrid Cloud Security

    Job ID
    2019-21794
    Location
    IE-Cork
    Country
    Ireland
  • Overview

    Customer Support Engineer Hybrid Cloud Security                                                          

    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.

     

    Our values are at the heart of everything we do:

    • Customer | We consider the customer’s needs above everything else and we’re passionate about doing so!
    • Change & Innovation | We know there’s always room for improvement so here at Trend we encourage you to be an advocate for change. Sometimes you might get it wrong- but we see failure as a chance to learn for those who dare to take a risk.
    • Collaboration | Everyone gets a voice; everyone will be heard.
    • Trustworthiness | We hire capability first, and you will work with the best. You will have direct access to any level, and freedom to make an impact and influence in your own unique way. Expect support and role models, not micromanagement.

    About my team:

    We are a team of 12, delivering technical support for enterprise customers across Europe.

    Our focus is all about Servers on Premise in the Cloud or Hybrid Cloud. AWS, Azure, Google Cloud Platform,

    VMWare, Citrix is what we are daily working with. Docker, Kubernetes, AWS Lamda to just name a few,

    are areas we are getting in touch with.

     

     

    The Responsibilities

    • Be a trusted advisor owning and solving customers’ technical issues end to end
    • Provide proactive technical assistance to high-profile customers on Trend Micro products
    • Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the Trend Micro standard of quality
    • Escalate technical issues using Trend Micro methodologies and effectively interact with other Trend Micro teams globally to provide holistic solutions
    • Contribute to our knowledge base, publishing quality articles/videos to be used by customers and peers
    • Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
    • Keep up to date with the ever evolving threat landscape and internet security
    • Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery
    • Occasional travel to customer sites may be required
    • Must be available to support on-call on a periodic/rotational basis

    You Are

    • Excited about technology and you love solving complicated technical issues.
    • Able to work within a team, independently and you are able to liaise effectively with our clients' onsite, online and by telephone
    • Able to 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+ years’ experience of complex trouble shooting or technical support
    • Requires strong knowledge in virtualized Environment
    • Experience in AWS/Azure/Google Cloud 
    • Numerous years’ 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 understanding of Windows and Linux based Sniffers (Wireshark, TCPDump)
    • Excellent collaboration skills as well as exceptional communication & negotiation skills by phone with our customers
    • On-call support on a periodic/rotational basis
    • Fluent English language skills both verbally and written

    Apply

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