This role drives end-to-end customer success by pairing core technical support—including data entry, system testing, initial issue escalation, and problem resolution—with elite, high-touch account guidance for key enterprise clients. Leveraging deep expertise in Trellix products, related technologies, and specific customer deployment environments, the position delivers rapid, complex problem-solving alongside proactive operational direction. Additionally, the engineer utilizes advanced technical acumen, strong account management skills, and high-impact customer interaction capabilities to partner closely with Sales forces, fostering long-term strategic relationships and ensuring long-term client retention.
Provide, during specified working hours, technical support for Trellix’s customers as the primary responsibility.
Serve as first contact for support issues, lead escalation response, develop ongoing relationships with the customer, and become their advocate on Trellix products, new features, and detection efficacy, similar to a technical account manager.
Provide proactive guidance, encourage adoption, and assist in the deployment of new product releases.
Manage and support a small set of customers, utilizing wide discretion to act in their best interest by orchestrating assistance from other Technical Support engineers, professional services, sales, or engineering organizations.
Manage the status and internal/customer communications of service requests, product requests, defects, and customer project plans.
Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution, working with the designated primary customer contact as needed.
Provide onsite technical support of customer issues when remote resolution fails.
Remain mostly based in proximity to the customer to build relationships through face-to-face interactions and onsite assistance.
Establish and maintain effective communication with the customer’s designated contact to ensure complete satisfaction with Trellix products and support services.
Take responsibility for escalating issues to backline engineers to maintain established SLAs, owning communication responsibilities for the life of the case regardless of technical ownership.
Ensure compliance with contractually documented Service Level Agreements (SLAs), including customer status updates, issue escalation, and responsiveness.
Collaborate with support management to orchestrate responses beyond direct capability, conduct regular (at least quarterly) reviews of service delivery quality and industry threat assessments, and solicit feedback.
Log all activity associated with any service request in MAX to maintain complete and thorough records for the customer and Company.
Submit suggestions for new Knowledge Base articles and potential improvements to existing ones.
Act as a technical advisor to customers where required.
Perform additional duties established by Management as they relate to the provision of technical support to Trellix’s customers, including participating in an On Call 24 x 7 rotational basis.
Company Benefits and Perks
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 Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We'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.
Our Commitment to You
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.
