Designated Support Engineer

Designated Support EngineerDesignated Support EngineerAbout TrellixTrellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com.Role OverviewThe Designated Support Engineer (DSE) plays a critical role in the Trellix Customer Success organization, bringing advanced technical expertise, problem‑solving abilities, account management, and customer interaction skills.ResponsibilitiesSupport a small set of business‑critical customers, serving as their first point of contact for technical support issues and leading escalation responses.Build and maintain strong relationships with customers, acting as their advocate within Trellix.Have wide discretion to act in the best interest of your customers, orchestrating assistance from Trellix teams, including Technical Support, Professional Services, Sales, and Engineering.Provide proactive guidance, encourage product adoption, and assist with deploying new product releases.Manage internal and customer communications related to service requests, product inquiries, defects, and customer project plans.Collaborate with support management to ensure high‑quality service delivery, conduct regular reviews of industry threat assessments, and gather feedback on product capabilities and quality.Mentor members of the Technical Support team, helping them develop their technical expertise and customer interaction skills.The DSE role is a customer‑focused team player who can provide high‑quality technical assistance to customers across multiple regions, including global accounts. The ideal candidate will support product implementations, troubleshoot complex technical issues, and collaborate with cross‑functional teams to ensure seamless project execution and customer satisfaction worldwide. This role requires flexibility to support customers across different time zones and the ability to manage both regional and global support responsibilities.What You Will Bring5+ years of relevant experience in Customer Support, Customer Success, Solutions Engineer or a similar role.Eligibility to work in Saudi Arabia.Experience with Trellix products such as HX, ENS, EPO, DLP, NX, or IPS would be beneficial but not essential.Strong knowledge of security as it relates to network and/or endpoint protection.Experience with Linux and Windows deployment and troubleshooting.Excellent communication skills, both verbal and written, with the ability to engage effectively with customers across regions and with internal teams.Self‑motivated, proactive, well‑organized, and detail‑oriented, with a strong sense of urgency and a customer‑first mindset.Company Benefits and PerksRetirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community InvolvementWe 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.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.Our Commitment to YouAt Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications. Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process. Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.#J-18808-Ljbffr