Sr. Technical Support Engineer

About the Role

TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. This is a hybrid position requiring 3 days a week in our Las Colinas office.

The Technical Support Engineer is responsible for resolving challenging, potentially high-impact customer situations with a high level of tact and understanding. The role involves taking ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online, and via telephone.

Responsibilities

• Provide exceptional customer service while responding to phone, email, and online requests for technical support.
• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
• Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration, and maintenance of Trend software products within clients’ networking environments.
• Provide first-call case resolution, software/network troubleshooting, and proactive support services.
• Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend AI products and solutions.
• Effectively interact with engineering teams to provide solutions to complex technical issues.
• Use AI-powered diagnostic and troubleshooting tools to accelerate issue identification, log analysis, and root-cause isolation.
• Availability for on-call 24x7 within scheduled times and ability to travel when needed.
• Mentor, coach, and train other Technical Support Engineers to elevate skills and increase knowledge.
• Maintain and expand working knowledge of current and beta (unreleased) Trend AI products as well as their integration and methods of support delivery.
• Participate in projects, pilot initiatives, and take on tasks that will promote support advancement.
• Other duties as assigned.

Requirements

• This role assists customers with Trend AI’s platform solution, on-premise, and cloud-based (SaaS) solutions.
• Strong aptitude for learning new technologies, with the ability to expand upon core knowledge quickly.
• Highly analytical with the ability to derive facts quickly, methodically, and accurately.
• Customer-facing role requiring the ability to solve product, system, and network problems of low to high complexity.
• Ability to effectively set up and configure complex lab environments to replicate and resolve customer-reported issues.

Qualifications

• Demonstrated proficiency with several of the following:
  • Security tools, technologies, and processes (including anti-malware).
  • Software and/or hardware firewall implementation and management.
  • Strong endpoint security experience, including design, implementation, and management.
  • Operating systems: Microsoft Windows, Linux (RHEL, Ubuntu, SuSE, etc.), including troubleshooting services, applications, drivers, and kernels.
  • SSL communication and other encryption technologies, certificates.
  • Cloud technologies: AWS, Azure, Google Cloud, including services within these platforms.
  • Network analysis using tools and other methods.
  • AI-assisted knowledge search, case summarization, and automated customer support workflows.
  • Troubleshooting skills including isolation and debug/log reading analysis.
  • Microsoft SQL, PostgreSQL, Oracle database experience, connection, and simple queries.
  • Microsoft Active Directory and other server roles and services.
  • Virtualization environments (HyperV, VMware, Citrix).
  • Use of enterprise third-party tools for implementation and management.
  • Programming skills with Python, Go (Golang), and related scripting languages for automation, tooling, and troubleshooting workflows.
  • Understanding and deep knowledge of security integrations to enterprise-level environments.
• A minimum of 4+ years of related experience or a college degree.
• Ability to communicate effectively both verbally and in writing.
• Desired: security, network, and systems-related professional certifications (e.g., VMware, Cisco, or Security Certifications).
• Ability to debug problems and deliver solutions with a high level of customer satisfaction.
• Strong troubleshooting logic and ability to work through complex problems while isolating core issues.
• Self-motivated, self-starter with a sense of urgency; personable, open to and adapts to change, well-organized, detail-oriented, and accountable.
• Excellent time management skills.
• Ability to present to small groups of technical individuals.
• Extreme attention to detail.
• Enjoys problem-solving and displays an eagerness to learn new technologies/skills.

Benefits

• Comprehensive health benefits and paid time off package.
• Pre-partum, maternity, parental, medical leave, and adoption assistance.
• Mental Health Wellness Program & Annual Wellness Incentive.
• 401(k) with company match.
• Pet Insurance.
• Collaborative and innovative culture.

This position does not offer sponsorship for work permit applications or renewals, either now or in the future. Candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorship.