Trend Micro Customer Support Engineer

Job Overview:

We are looking for Trend Micro engineers to provide technical support to our customers.

Qualifications:

  • Candidates must possess at least a Bachelor’s/College Degree in ECE, Computer Engineering, IT or equivalent.
  • Must have at least 1 year of experience in handling Trend Micro products such as Apex One, Deep Security, Deep Discovery Inspector, Apex Central
  • Candidates with related experience are also accepted.

Job Responsibilities:

  • Diagnose and troubleshoot technical issues related to, but not limited to Trend Micro
  • Ask customers targeted questions to quickly understand and isolate the problem
  • Track issues through to resolution, within agreed time limits
  • Talk to clients through a series of actions, either via phone, email, or chat, until the issue is resolved.
  • Properly escalate unresolved issues to appropriate internal teams and principals
  • Provide prompt, timely, and accurate response to customers in accordance with the customer’s SLA and problem severity
  • Refer to internal knowledge base (KB) or external references to provide faster resolutions
  • Ensure all issues and corresponding resolutions are properly documented in the knowledge base
  • Prioritize and manage several open tickets at any time
  • Follow up with clients to ensure that their issue has been fixed
  • Prepare accurate and timely reports such as Root Cause Analysis (RCA), Incident Reports (IR), Preventive Maintenance Reports, Activity Reports

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