TippingPoint Technical Support Engineer - Nights Shift Trend Micro
Austin, TX

Job Description

Overview

Trend Micro: Securing Your Connected World

Trend Micro, the world's largest independent security software company, strives to make the world a safer place by protecting digital information. Our solutions for consumers, businesses and governments provide layered security to protect information on mobile devices, endpoints, gateways, servers and the cloud. Trend Micro enables the smart protection of information, with innovative technology that is simple to deploy and manage, and security that fits an evolving ecosystem. Our solutions are supported by over 5000 employees in over 50 countries and powered by the world's most advanced cloud-based global threat intelligence, the Trend Micro™ Smart Protection Network™.

The TippingPoint Technical Support Engineer is a technical leader with the opportunity to solve technically complex, and often critical, problems. They are responsible for handling all aspects of customer support across all TippingPoint product lines. As a trusted advisor to network, and security professionals they provide post sales technical support and service from initial contact via phone/email through problem resolution. They use advanced observation, detection and troubleshooting methods to resolve problems that require a broad technical understanding. They also contribute to the growth of other engineers through mentoring, training and collaboration during problem solving. This job is for a night shift TippingPoint Technical Support Engineer covering overnights with the night team.

Duties & Responsibilities

* Demonstrate strong logic, interpersonal and communication skills while working with diverse audiences including highly technical network, and security professionals, developers and executive management
* Successfully resolve hardware and software technical issues from incoming internal or external businesses and end user contacts
* Exhibit leadership through personal responsibility, accountability and teamwork
* Maintain a varied number of work items from different customers and be able to prioritize those items appropriately
* Manage crisis situations that may involve technically challenging issues and diverse audiences
* Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
* Be responsive to customer needs which may require outside of normal business support
* Maintain strong working knowledge of released products, take ownership for product improvement and participate in technical trainings/deep dives
* Frequently communicate with sales and account teams on customer issues
* Contribute to Knowledge Management Systems and Customer Communities

Experience Required

* 8+ years of professional experience
* Bachelor of Arts/Science or equivalent degree in computer science or related area of study, OR without a degree, five additional years of relevant professional experience (13+ years in total)

Knowledge and Skills

* Superior customer service skills and demonstrated success working directly with customers
* Excellent communication and presentation skills, with strong written and verbal skills
* Experience troubleshooting in a technical environment
* Excellent analytical and problem solving skills
* In-depth knowledge of information security products and technologies
* In-depth knowledge of network routing protocols and Internet troubleshooting techniques (Routers, Switches, VPN, etc.)
* In-depth knowledge of information security products and technologies (Intrusion Detection/Prevention, Firewall, Advanced Threat, etc.)
* In-depth knowledge of Windows and Linux based sniffers (Wireshark, TCPDump)
* In-depth knowledge of virtualization concepts, VMware, KVM and Open Stack (familiarity with deploying OVF templates, use of vMotion and distributed vSwitches is a plus)
* Software and hardware knowledge of computing, storage and peripheral devices
* Ability to work as part of a team as well as independently
* Advanced proficiency with case management databases and tools
* Phone and remote support experience
* Ability to solve and document solutions for usage of other technicians and customers
* Ability to act as a team or project leader
* Ability to own and manage special projects as assigned by management
* Programing experience in scripting or more advanced languages such as Java, PERL, Python, Linux Shell Script is a plus
* Experience with Regular Expressions is a plus

Relevant Certifications

* CISCO Certified Network Associate/Professional (CCNA/CCNP)
* Wireshark Certified Network Analyst (WCNA)
* Certified Information Systems Security Professional (CISSP)
* Systems Security Certified Practitioner (SSCP)
* Certified Information Security Manager (CISM)
* Certified Ethical Hacker (CEH)
* Offensive Security Certified Professional (OSCP)
* VMWare Certified Associate/Professional (VCA/VCP)
* Certified OpenStack Administrator (COA)
* AWS Certified DevOps Engineer - Professional or similar AWS certifications.

Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity.