Job Title:

Customer Success Engineering - Apprentice

Role Overview:

Apprentice 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. Apprentice will rely on their extensive experience and product knowledge, as well as a clear focus on customer service to drive customer success.

Key Responsibilities

 Act as the first point of contact for corporate/enterprise customers of Trellix.

 Handle real-time voice calls and portal cases and respond in a timely manner.

 Work in a team with assorted expertise.

 Update customers on progress of their cases on a regular-basis.

 Leverage team members’ expertise to deliver resolutions to customers in a timely-

manner.

 Maintain a friendly, open, approachable, positive attitude.

 Willingness to work in 24x7 rotational shifts (including night shifts) is a must.

Technical Skills

 Basic understanding of Microsoft Windows technology with some exposure to Server

operating systems.

 Basic networking knowledge.

 Beginner level knowledge on Linux is preferred.

 Knowledge of computer security procedures and protocol.

 Exposure to security concepts is an advantage.

 Communication Skills

 Excellent verbal & written communication skills is a MUST.

 Be able to effectively communication with global customers over phone & email.

 Educational Qualifications

 Mandatory –

o Bachelor’s Degree in Engineering Or

o Bachelor’s Degree in Science Or

o Any equivalent Bachelor’s Degree in Science as recognized by Government

body

 Industry certifications like CCNA, MCSE, S+ will be preferred.

 Lifestyle

Most people in this type of job tend to work as part of a Technical Support team. They relate

to customers and partners to assess technical products and to resolve technical issues. They

also relate to customers with varying levels of technical skills and understanding.

 Work Conditions & Physical Effort –

 Work is normally performed in a typical interior/office work environment.

 No or very limited physical effort required.

 No or very limited exposure to physical risk.

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 .