Technical Support Engineer – German Speaking
ID: JR0035416
Location: Aylesbury, United Kingdom
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. We also recognize the importance of closing the 4-million-person cybersecurity talent gap and aim to create a home for anyone seeking a meaningful future in cybersecurity.
Role Overview
As a Technical Support Engineer, you will report to the Sr. Manager, Technical Support, providing end-to-end technical support to our corporate customers. You will work closely with Customer Success Managers, Sales, Professional Services, and Engineering to deliver excellent customer experiences and identify opportunities for product and process improvements.
Responsibilities
* Handle customer issues from creation to resolution
* Assess impact, severity, and urgency of issues
* Support customers and build rapport through relationship management
* Participate in escalation calls
* Achieve goals related to Customer Satisfaction, resolution times, and service levels
* Set and manage customer expectations with regular communication
* Conduct remote support sessions in a hybrid work setup
* Collaborate with engineering to accelerate solutions
* Assist in data collection and analysis
Qualifications
* 3+ years in a customer-supporting IT environment
* Experience supporting medium to large enterprises
* Customer-focused, patient, adaptable
* Excellent communication skills in English and German
* Strong problem-solving skills
* Proven success and progression in previous roles
* Ability to document interactions clearly and accurately
* Ability to manage multiple priorities in a dynamic environment
* Experience with cloud/AI technologies is a plus
Benefits
* Retirement Plans
* Medical, Dental, and Vision Coverage
* Paid Time Off
* Paid Parental Leave
* Support for Community Involvement
We are committed to a workplace free of discrimination and harassment and encourage everyone to bring their authentic selves to work. We strive to create a diverse and inclusive environment where all employees can thrive.
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