Senior Customer Support Engineer: AWS

Trend Micro   •  

Austin, TX

8 - 10 years

Posted 175 days ago

This job is no longer available.


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 Senior Customer Support Engineer: AWS is a technical leader with the opportunity to solve technically complex, and often critical, problems using AWS. They are evangelist for all things AWS. They are the subject matter experts for AWS for our customers and the team. They will provide technical support for customers whose infrastructures are in the AWS cloud and be able assist in instantiating and supporting services in AWS. They are responsible for handling all aspects of customer support across all TippingPoint product lines. As a trusted advisor to DevOps, network, and security professionals, they will 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. Senior Customer Support Engineer: AWS work flexible schedules and will be on call 24x7 via a rotating cell phone between co-workers.

Duties & Responsibilities

  • Demonstrate strong logic, interpersonal and communication skills while working with diverse audiences including highly technical DevOps, network and security professionals, developers and executive management
  • Successfully resolve 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

Education and Experience

  • 8 or more years of work experience working in IT with at least 1-yearsupporting customers with AWS migrations and implementations
  • Understanding of how to build appropriate AWS infrastructure for a customer's environment
  • 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
  • Experience with networking
  • Experience with virtualization
  • Knowledge of Amazon Web Services including:
    • VPC, Security Groups, IAM, EC2, Lambda, Lightsail, ECS , EBS, AS3, SNS/SQS, S3, CloudWatch, CloudFormation, RDS, Glacier, etc
  • Ability to work as part of a team as well as independently
  • Phone and remote supportexperience
  • 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

Relevant Preferred Certifications

  • AWS Certified SysOps Administrator – Associate
  • AWS Certified Solutions Architect – Associate
  • AWS Certified Developer – Associate
  • AWS Certified Solutions Architect – Professional
  • AWS Certified DevOps Engineer – Professional
  • AWS Certified Advanced Networking – Specialty