Duties & 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
Will 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 Micro products and solutions
Effectively interact with the engineering teams to provide solutions to complex technical issues
Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support
Maintain and expand working knowledge of current and beta (unreleased) Trend Micro products as well as their integration and methods of support delivery
Participate in all projects including building vendor relationships
Other duties as assigned
Qualifications/Requirements:
The ideal Customer Service Engineer will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role therefore they will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. As the Customer Service Engineer, they must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues.
Demonstrated proficiency with several of the following:
Security (including anti-malware) tools, technologies and processes
Software and/or hardware firewall implementation and management
Strong endpoint security experience, including design, implementation, and management
Microsoft Windows, including ability to troubleshoot services, applications, and drivers
Familiar with SSL communication and other encryption technologies
Packet trace analysis
Troubleshooting client/server applications
Microsoft IIS Web Server, management of sites and server configuration
Microsoft SQL, connection and simple queries
VMware, Cisco or any Security Certifications a plus
Experience with virtualization environments (HyperV, VMware, AWS) is a plus
Experience Required
A minimum of 3 years of related experience
Ability to communicate in English and Arabic effectively both verbally and in writing
Desired security network, and systems related professional certifications are a plus
Able to debug problems and deliver solutions with a high level of customer satisfaction
Ability to work through complex problems and isolate core issues, combined with superb troubleshooting logic Self-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail 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
We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.
Apply for here 
