Technical Support Engineer - French Speaking
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Job Title: Technical Support Engineer - French Speaking
About Trellix: Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our platform helps organizations confront advanced threats and empowers over 53,000 customers with innovative security solutions. We are committed to closing the cybersecurity talent gap and fostering a diverse, inclusive workforce. More at https://www.trellix.com/.
Role Overview: As a Customer Success Engineer, reporting to the Manager of Customer Success Engineering, you will provide end-to-end support, collaborate with Support, Engineering, and Product teams, and help improve our products and processes.
* Handle customer issues from creation to resolution
* Assess impact, severity, and urgency of issues
* Build rapport with customers and support them effectively
* Participate in escalation calls
* Achieve goals related to Customer Satisfaction, resolution times, and service levels
* Manage customer expectations through regular communication
* Conduct remote troubleshooting sessions
* Collaborate with engineering to accelerate solutions
* Assist with data collection and analysis
About You:
* 3+ years in customer-support IT roles
* Experience supporting medium to large enterprises
* Customer-focused, patient, flexible, and eager to learn
* Excellent communication skills in English and French
* Strong problem-solving abilities
* Proven track record of success and growth
* Ability to document interactions clearly
* Comfortable managing multiple priorities in a dynamic environment
* Experience resolving critical issues
* Interest in cloud/AI technologies is a plus
Benefits and Perks: We promote a diverse, inclusive, and flexible work environment with social programs, flexible hours, and family-friendly benefits, including retirement plans, health coverage, paid time off, parental leave, and community involvement support.
We are committed to a workplace free from discrimination and harassment of any kind.
Additional Details:
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industry: Computer and Network Security
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