Technical Support Engineer – German Speaking (Hybrid)
ID: JR0036251
Location: England (Aylesbury), Ireland (Cork)
About Trellix
Trellix, the trusted CISO ally, is redefining the future of cybersecurity with a GenAI‑powered platform that empowers over 53,000 customers to protect and make resilient their operations. We accelerate technology innovation through AI, automation and analytics, and we are closing the 4‑million‑person cybersecurity talent gap by welcoming talent from all industries to join our mission.
In the role of a Technical Support Engineer, you will report to the Manager of Technical Support. You will be part of the support team and provide end‑to‑end case ownership, working with all levels within Support, Engineering and Product Management to identify and implement technical solutions to customer issues and share your feedback to help improve quality.
As a trusted support advocate, you will be the primary contact for customers, 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 located at Aylesbury, UK and Cork, Ireland.
Responsibilities
* 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 in a hybrid setup.
* Identify data requirements and assist with data collection.
Qualifications
* 3+ years of applicable experience in a customer‑supporting IT environment.
* Experience 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 communicate calmly.
* Can communicate complex issues at multiple levels, adjusting style and content to the audience.
* Strong problem‑solving skills.
* Demonstrated success and progression through personal development plans.
* Document customer interactions to a high standard.
* Comfortable working 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 is desirable.
* Fluent in English and German.
Benefits
* Retirement Plans
* Medical, Dental and Vision Coverage
* Paid Time Off
* Paid Parental Leave
EEO Statement
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills and abilities. 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.
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