Designated Support Engineer

• 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

• 5+ years of relevant experience in Customer Support, Customer Success, Solutions Engineer or a similar role
• Eligibility to work in Saudi Arabia
• 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

Experience with Trellix products such as HX, ENS, EPO, DLP, NX, or IPS would be beneficial but not essential

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