DevOps Platform Engineer (Customer Support Engineer)

As the number of cyberattacks and digital threats continue to grow, our world needs more passionate and innovative individuals who seek to be trailblazers in and shapers of the rapidly evolving cybersecurity landscape.

At Trend Micro, we offer tremendous opportunities that will challenge and equip you to become engineered to do good in whatever path you take. By choosing to be an agent of change, you will be part of an impactful mission that aims to make the world safe for exchanging digital information.

What You'll Do

As a DevOps Platform Engineer, you will serve as the first line of support for home users by delivering exceptional technical and customer support experiences across phone, email, and chat channels. You will help customers maximize the value of our products and services by resolving concerns efficiently, providing product guidance, and ensuring high-quality interactions.

• Provide technical and non-technical support for home users, including product installation and setup assistance, troubleshooting product-related issues, account management concerns, subscription and renewal inquiries, and sales assistance and product recommendations.

• Deliver first-line support through phone, email, and chat channels while maintaining excellent customer experience standards.

• Guide customers through step-by-step solutions and educate them on product features, best practices, and available services.

• Accurately document customer interactions, troubleshooting steps, and resolutions in CRM and support systems.

• Manage multiple customer cases simultaneously while meeting service level agreements (SLAs), productivity, quality, efficiency, and sales performance targets.

• Collaborate with teammates and cross-functional groups to improve customer support processes and overall service delivery.

• Contribute to knowledge sharing, process improvements, and self-service initiatives by documenting solutions and participating in team discussions and training sessions.

• Continuously improve technical expertise in products, platforms, customer support tools, and emerging technologies, including AI-powered tools and AI-native ways of working.

• Stay updated on product enhancements, support processes, and industry trends to deliver accurate and effective solutions.

What You Need

• Bachelor's degree in Computer Science, Information Technology, or any related field.

• Strong troubleshooting and problem-solving skills.

• Knowledgeable in multiple platforms and operating systems such as Windows, macOS, Android, and iOS.

• Excellent verbal and written English communication skills.

• Customer-focused mindset with the ability to communicate technical concepts clearly to non-technical users.

• Ability to multitask, prioritize, and manage multiple customer concerns effectively.

• Willingness to work on shifting schedules, weekends, and holidays as needed.

• Team player with strong collaboration and interpersonal skills.

• Passion for continuous learning and professional development.

• Knowledge or exposure to AI tools, Generative AI, or AI-assisted workflows is an advantage.

• Fresh graduates are welcome to apply.

Be Passionate.

Be Innovative.

Be a Trender.

Be #EngineeredToDoGood.