Duties & 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

Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support

Maintain and expand working knowledge of current and beta (unreleased) Trend Micro products as well as their integration and methods of support delivery

Participate in all projects including building vendor relationships

Other duties as assigned





Qualifications/Requirements:









The ideal Customer Service Engineer will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role therefore they will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. As the Customer Service Engineer, they must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues.









Demonstrated proficiency with several of the following:





Security (including anti-malware) tools, technologies and processes

Software and/or hardware firewall implementation and management

Strong endpoint security experience, including design, implementation, and management

Microsoft Windows, including ability to troubleshoot services, applications, and drivers

Familiar with SSL communication and other encryption technologies

Packet trace analysis

Troubleshooting client/server applications

Microsoft IIS Web Server, management of sites and server configuration

Microsoft SQL, connection and simple queries

VMware, Cisco or any Security Certifications a plus

Experience with virtualization environments (HyperV, VMware, AWS) is a plus

Experience Required









A minimum of 3 years of related experience

Ability to communicate in English and Arabic effectively both verbally and in writing

Desired security network, and systems related professional certifications are a plus

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 Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable

Excellent time management skills

Ability to present to small groups of technical individuals

Extreme attention to detail

Enjoys problem solving and displays an eagerness to learn new technologies/skills

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.
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