Customer Success Engineer
| Company | Trellix |
|---|---|
| Location | Salt Lake City, UT, USA, Plano, TX, USA |
| Salary | $70000 – $80000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 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 collection.
- Customer service mindset.
- Ability to multi-task and prioritize job requirements.
- Must be a US Citizen.
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.
- Troubleshoot customer’s Trellix product issues using knowledge and available tools.
- Assess and understand the impact, severity and urgency of issues.
- Log testing, troubleshooting and research issues in process of resolution.
- Full ownership of technical issues until resolution provided.
- Able to resolve moderately complex problems over time and with some guidance.
- Assist customers with the implementation of workarounds/solutions.
- Facilitate conference calls / remote sessions to resolve product issues.
- Perform duties as required/assigned by line manager.
- Achieve acceptable service level goals.
- Communicate information in a straightforward and clear manner.
- Probe/Ask questions and checks for understanding including open-ended and close needed questions.
Preferred Qualifications
- Understanding of Trellix Products.