Sr. Technical Support Engineer - Trend Micro Inc.

TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future. AI Fearlessly.

This is a Hybrid position requiring 3 days a week in our Las Colinas office.

Position Summary:

The Technical Support Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Technical Support Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.

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 AI products and solutions.

Effectively interact with the engineering teams to provide solutions to complex technical issues

Experience using AI‑powered diagnostic and troubleshooting tools to accelerate issue identification, log analysis, and root‑cause isolation.

Availability for on-call 24x7 within scheduled times and be able to travel when needed

Mentor, coach and train other Technical Support Engineers to elevate skills and increase knowledge.

Maintain and expand working knowledge of current and beta (unreleased) Trend AI products as well as their integration and methods of support delivery

Participate in projects, pilot on initiatives and take on tasks that will promote support advancement. Other duties as assigned

Qualifications: