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Job Description
Customer Support Engineer – Security – Trend Micro
The Customer Support Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Customer Support Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.
Location: Abu Dhabi, UAE
Responsibilities:
- Provide exceptional customer service while responding to phone, email, 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.
- Effectively interact with the engineering teams to provide solutions to complex technical issues.
- Must be available to be on call 24x7 and be able to travel when needed estimate of 5%-10% only.
- Share best practices with other Customer Support Engineer members to enhance the quality and efficiency of support.
- Participate in all projects including building vendor relationships.
Basic Qualifications:
- Virtualization and/or cloud technologies such as VMware vSphere, VMware Workstation, Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS, Google Cloud Platform.
- Microsoft Windows, including ability to troubleshoot services, applications, and drivers.
- Linux, Unix troubleshooting and administration.
- Container technologies (Docker, Kubernetes, etc.) a plus
- Automation Tools (python, node, java, Jenkins, Chef, Ansible, etc.)
- Basic understanding of API calls
- Security tools, technologies, and processes
- Network protocols (TCP/IP, DNS, LDAP etc.)
- Troubleshooting of network related issues by performing packet trace analysis
- Strong endpoint security experience, including design, implementation, and management.
- Network technologies (firewalls, routers, switches)
- Familiar with SSL communication and other encryption technologies
- Experience in supporting and troubleshooting end-point security solutions.
- Firewall, VPN, IDS and related network security design and implementation
- VMware, Cisco or any Security Certifications a plus
- Experience in/exposure to any one cloud service (AWS, Azure, Google Cloud), AWS being the preferred.
- A minimum of 4 years of related experience
- Ability to communicate effectively both verbally and in writing.
- Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable
- Excellent time management skills
- Extreme attention to detail
- Enjoys problem solving and displays an eagerness to learn new technologies/skills.
- Able to debug problems and deliver solutions with a high level of customer satisfaction.
- Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic.
- Ability to present to small groups of technical individuals.
- Desired security network, and systems related professional certifications are a plus.
- Should possess a valid OEM Certification.
