Technical Support Engineer

Position Summary

The Technical Support Engineer resolves challenging, high‑impact customer situations with tact and understanding. The engineer owns the technical support relationship, proactively manages and resolves issues for customers onsite, online and by phone, driving customer satisfaction across Trend

AI products.

• Deliver exceptional customer service via phone, email and online support.
• Escalate, track, prioritize, and resolve product, system and network issues and communicate status to customers.
• Operate in a fast‑paced, high‑pressure environment with minimum supervision, supporting deployment, integration and maintenance of Trend
  
  AI solutions.
• Provide first‑call case resolution, software and network troubleshooting, and proactive support services.
• Manage diverse, complex support issues related to Trend
  
  AI products and collaborate with engineering teams to resolve technical problems.
• Leverage AI‑powered diagnostic and troubleshooting tools for rapid issue identification, log analysis and root‑cause isolation.
• Participate in on‑call 24x7 coverage, travel as needed, and mentor junior engineers to elevate support skills.
• Maintain current knowledge of Trend
  
  AI products, assist in projects, pilots and initiatives that advance support capabilities.

• 4+ years of technical support experience or a college degree.
• Strong analytical skills, ability to troubleshoot complex problems, and clear communication in verbal and written form.
• Proficiency with security, endpoint, firewall, operating system, cloud, network analysis, AI‑assisted support tools and database technologies.
• Experience with Windows, Linux, SSL, AWS, Azure, GCP, virtualization (Hyper‑V, VMware, Citrix), scripting (Python, Go), and enterprise tools.
• Security or network certifications are a plus. Ability to work under pressure, self‑motivate, and adapt to change.

Trend

AI offers comprehensive health coverage, paid time off, parental and medical leave, adoption assistance, a wellness program, 401(k) with company match, pet insurance, a collaborative culture and hybrid work options.

Trend Micro provides equal employment opportunity for all applicants and employees. The company does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity or any other protected characteristic.