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Job Title:
Customer Success Engineer Apprentice
Role Overview:
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging Network security Products. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning of software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature.
Customer Success Engineer Intern provides end-to-end technical support for Trellix customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for Trellix customer base.
Principal Duties and Responsibilities
Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution.
Assess and understand the impact, severity and urgency of issues.
Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience.
In some cases, work alongside a customer's technical teams to assist them in extracting the maximum value.
Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience.
Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
Achieve outstanding results across key performance indicators like CSAT, Resolution Time, Response Time, etc.
Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
Set and manage expectations with customers, including regular and timely communications.
Assist customers with the implementation of workarounds/solutions.
Identify data requirements and assist with data collection as required.
Participate in after-hours coverage for customer escalations on a scheduled basis.
Conduct remote sessions with customers as required.
Author KB articles and SNS communications.
Experience /Skill Sets Required
Customer focused, with a pro-active and responsive approach.
Able to understand and define customer needs.
Excellent verbal and written communication skills.
Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience.
Strong, proven customer service skills and experience supporting customers in large/global scale environments.
Ability to multi-task, prioritize job requirements, and meet deadlines.
Strong problem solving skills.
Friendly and approachable personality with positive attitude
Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .