Customer Success Engineer - German Speaking

Job Title:

Customer Success Engineer - German Speaking

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. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

In the role of Customer Success Engineer, you will report directly to the Sr. Manager, Technical Support and provide end-to-end technical support to all of our corporate customers.

As a trusted support advocate, you will be the primary contact 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.

About the role:

• 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 though 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

• Identify data requirements and assist with data collection

About you:

• 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 get your point across in a calm manner

• Can communicate complex issues at multiple levels, adjusting in style and content to recognise the differing needs of customer and audience

• Strong problem-solving skills

• Achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans

• Document customer interactions to a high standard

• Able to work well 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 desirable

• Fluent in English and German

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination 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.