Sr. Technical Support Engineer

Trend Micro•Irving, TX

5d•Hybrid

About The Position

TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future. AI Fearlessly. This is a Hybrid position requiring 3 days a week in our Las Colinas office. Position Summary: The Technical Support Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Technical Support Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.

Requirements

This specific listing is to assist customers with Trend AI’s platform solution, on-premise and cloud based (SaaS) solutions.
The ideal Technical Support 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 Technical Support Engineer, they must be able to effectively set up 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
Proficiency with operating systems: Microsoft Windows, Linux (RHEL, Ubuntu, SuSE, etc.) including ability to troubleshoot services, applications, drivers and kernels.
Familiar with SSL communication and other encryption technologies, certificates.
Cloud technologies: AWS, Azure, Google Cloud including services within these technologies.
Network analysis using tools and other methods
Proficiency with AI‑assisted knowledge search, case summarization, and automated customer support workflows to improve response accuracy and reduce resolution time.
Troubleshooting skills including isolation and debug/log reading analysis.
Microsoft SQL, PostgreSQL, Oracle database experience, connection and simple queries
Microsoft Active Directory, and other server roles and services
Experience with virtualization environments (HyperV, VMware, Citrix)
Use of enterprise third party tools for implementation and management.
Programming skills with Python, Go (Golang), and related scripting languages for automation, tooling, and troubleshooting workflows.
Understanding and a deep knowledge of security integrations to enterprise level environments.
Advanced skills and learning to be ready for RD (development) related roles.
A minimum of 4+ years of related experience or college degree
Ability to communicate effectively both verbally and in writing
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, open to and adapts to change, 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

Nice To Haves

VMware, Cisco or any Security Certifications a plus
Desired security network, and systems related professional certifications are a plus

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 AI products and solutions.
Effectively interact with the engineering teams to provide solutions to complex technical issues
Experience using AI‑powered diagnostic and troubleshooting tools to accelerate issue identification, log analysis, and root‑cause isolation.
Availability for on-call 24x7 within scheduled times and be able to travel when needed
Mentor, coach and train other Technical Support Engineers to elevate skills and increase knowledge.
Maintain and expand working knowledge of current and beta (unreleased) Trend AI products as well as their integration and methods of support delivery
Participate in projects, pilot on initiatives and take on tasks that will promote support advancement. Other duties as assigned