Technical Support Engineer - German Speaking (Hybrid)

Job Title:
Technical Support Engineer - German Speaking (Hybrid)
About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:
In the role of a Technical Support Engineer, you will report to the Manager of Technical Support. You will be a part of the support team and will provide end-to-end case ownership. You will work with all levels within Support, Engineering and Product Management to identify/implement technical solutions to customer issues and share your feedback to help improve the quality.

As a trusted support advocate, you will be the primary contact often partnering with Customer Success Managers, Sales, Professional Services and Engineering. You will rely on your knowledge, technical skills and customer-focus to deliver best-in-class

experiences and outcomes for customers, while also identifying opportunities to improve our products, documentation and processes. This is a hybrid role for the offices located at Aylesbury, UK / Cork, Ireland.

About the role:

• Work on issues raised by customers from creation to closure

• Assess and understand the impact, severity and urgency of issues

• Provide support to customers and build rapport through relationship building

• Participate in escalation calls with internal and external audiences

• Achieve outstanding results across a range of goals, including Customer Satisfaction scores, resolution times and adherence to service level goals

• Set and manage expectations with customers, including regular communications

• Conduct remote sessions to quickly resolve and progress issues

• Closely work with engineering and peers to accelerate solutions. Work in a hybrid setup

• Identify data requirements and assist with data collection

About you:

• 3+ years of applicable experience in a customer-supporting IT environment

• Experience in supporting customers in medium to large enterprises

• Customer-focused, patient, flexible and a desire to progress quickly

• A team player, able to build rapport and get your point across in a calm manner

• Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience

• Strong problem-solving skills

• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans

• Document customer interactions to a high standard

• Able to work well in a dynamic environment with a sizeable workload and multiple priorities

• Experience successfully managing and resolving critical issues

• Demonstrates a desire for learning and the ability to retain and build upon experience

• Cloud/AI knowledge desirable

• Fluent in English and German

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.