Technical Support Engineer

Technical Support EngineerTrellix is a global company redefining the future of cybersecurity. The company's comprehensive, open, and native cybersecurity platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security.As a Technical Support Engineer at Trellix, you will provide frontline technical support to customers, diagnosing and resolving product-related issues using your expertise, available tools, and troubleshooting techniques. This role requires a customer-focused mindset, strong communication skills, and the ability to assess issue severity, implement solutions, and ensure timely resolution. You will also assist with data collection, facilitate remote troubleshooting sessions, and contribute to maintaining high service levels. Technical expertise in networking, security, and web services is highly valued. This role offers the opportunity to work hands-on with Trellix products in a collaborative and dynamic environment.Role Responsibilities:Provide front line technical support to Trellix Customers utilizing personal knowledge, tools and resources to understand customer issues, frame the service request and provide known solutions in a timely manner.Develop skills to perform basic activities in own job; including analytical/technical skills to perform routine activities.No supervisory responsibilities, focuses on developing own skills.Troubleshoot customer's Trellix product issues using knowledge and available toolsAssess and understand the impact, severity and urgency of issuesLog testing, troubleshooting and research issues in process of resolutionFull ownership of technical issues until resolution provided.Able to resolve moderately complex problems over time and with some guidanceAssist customers with the implementation of workarounds/solutionsFacilitate conference calls / remote sessions to resolve product issuesPerform duties as required/assigned by line managerAchieve acceptable service level goalsCommunicate information in a straightforward and clear mannerProbe/Ask questions and checks for understanding including open-ended and close needed questionsQualifications:Basic knowledge and general understanding of troubleshooting practices, procedures and providing solutions.Basic customer service and technical support skills to perform routine tasks.Basic experience with networking fundamentals, databases, and troubleshooting technique.Basic Understanding of Web services and Security.Able to identify data requirements and assist with data collectionCustomer service mindsetAbility to multi-task and prioritize job requirementsWould be a plus: Understanding of Trellix ProductsNote: Must be a US citizenThis is an individual contributor role. The Base Pay Range is $70,000 - 80,000. Actual base pay within the Base Pay Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.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 PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community InvolvementWe'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.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.