Technical Support Engineer

4 weeks ago

Cork, Cork, Ireland Trellix Full time
Technical Support Engineer - German Speaking

Trellix is hiring a Technical Support Engineer - German Speaking. This role reports to the Manager of Technical Support and is part of the support team providing end-to-end case ownership. You will work with Support, Engineering and Product Management to identify and implement technical solutions to customer issues and share feedback to improve quality. As a trusted support advocate, you will partner with Customer Success Managers, Sales, Professional Services and Engineering to deliver best-in-class experiences and outcomes for customers while identifying opportunities to improve products, documentation and processes.

Overview

In the role of a Technical Support Engineer, you will be the primary contact for customers, handling issues from creation to closure. You will rely on your technical skills and customer focus to resolve issues, communicating effectively with customers and internal teams.

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 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. Work in a hybrid setup
  • Identify data requirements and assist with data collection
About you / Qualifications
  • 3+ years of applicable experience in a customer-supporting IT environment
  • Experience in 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 effectively in a calm manner
  • Can explain complex issues at multiple levels, adjusting style and content to audience
  • Strong problem-solving skills and a track record of achieving results
  • Document customer interactions to a high standard
  • Ability to work in a dynamic environment with a sizeable workload and multiple priorities
  • Experience managing and resolving critical issues
  • Desire for learning and ability to build on experience
  • Cloud/AI knowledge is desirable
  • Fluent in English and German
Company Benefits and Perks
  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We are committed to a workplace where everyone can thrive and contribute to our products and customer support. 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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