The Primary function of the Premium Customer Support Engineer is to deliver the best possible support experience for our Premium customers while delivering on customer excellence and building customer relationships that promote loyalty and retention.

Roles and Responsibilities:

• Be a trusted advisor owning and solving customers’ technical issues end to end
• Provide proactive technical assistance to customers on Trend Micro products
• Dedicated to meeting the expectations and requirements of customers.
• Gets first-hand customer information and uses it for improvements in products and services.
• Acts with customers in mind.
• Establishes and maintains effective relationships with customers and gains their trust and respect
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when they disagree.
• Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the Trend Micro standard of quality
• Escalate technical issues using Trend Micro methodologies and effectively interact with other Trend Micro teams globally to provide holistic solutions
• Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
• Keep up to date with the ever-evolving threat landscape and internet security
• Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery
• Must be available to support on-call on a periodic/rotational basis
• Uses time effectively and efficiently; concentrates efforts on the more important priorities.
• Is action oriented and full of energy for the challenging things

• 4+ years of experience in Technical Support – particularly in the areas of information technology and/or security
• Understanding of Cyber Security landscape and emerging threats
• Experience with Microsoft Windows
• Experience with Linux Operating Systems
• Understanding of networks and network routing protocols and internet troubleshooting techniques (Routers, Switches, VPN, Intrusion Detections/Prevention, Firewall, Advanced Threat)
• Ability to adapt to change in a dynamic and fast paced environment
• Excellent collaboration skills as well as exceptional negotiation skills by phone with our customers
• Experience of case management tools an advantage