Designated Support Engineer

Job Title:

Designated Support Engineer

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:

Designated Support Engineers (DSE) play a critical role in the Trellix Customer Success organization, bringing advanced technical expertise, problem-solving abilities, account management, and customer interaction skills.
In this senior role, you will:
Support 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.

What You Will Bring:

• 5+ 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 and internal teams.
   

• Self-motivated, proactive, well-organized, and detail-oriented, with a strong sense of urgency and a customer-first mindset.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and 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 diversity which is why we prohibit discrimination 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.