Job Description

The FireEye Designated Support Engineer (DSE) provides the best possible customer service to the company’s most important customers. They bring deep knowledge of FireEye products, related technologies, and their customers’ deployments to solve problems quickly and provide proactive guidance. DSEs are the most elite role in FireEye’s customer support organization, with advanced technical, problem solving, account management, and customer interaction skills. 

DSEs support a small set of customers, typically no more than 4. This senior role has wide discretion to act in the best interest of their customers, orchestrating assistance from any other FireEye technical support, professional services, sales, or engineering organizations.  As the most senior members of the customer support organization, DSEs also mentor the more junior members of the Technical Support team and help them develop their technical and customer interaction skills. 

WHAT YOU WILL DO: 

• Serve as first contact for technical support issues, lead escalation response and develop ongoing relationship with customer and become their advocate. 
• Provide proactive guidance and encourage adoption and assist in deployment of new product releases. 
• Manage the status and internal and customer communications of service requests, product requests, defects, customer project plans, etc. 
• Collaborate with support management to orchestrate support response beyond the DSEs direct capability and conduct regular reviews (at least quarterly) of service delivery quality, industry threat assessments and solicit feedback on service delivery and product capabilities and quality.

Qualifications

REQUIREMENTS: 

• 10+ yrs of overall experience 
• Demonstrated proficiency with security as it relates to intrusion detection and security tools and technologies 
• Fundamental understanding of an operating system; for example, understands job control, soft and hard links or shortcuts, distinctions between the kernel and the user environment 
• Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers 
• Excellent communication skills, self-motivated, self-starter, sense of urgency, personable, well organized, attention to detail 
• Must be able to work in the US without sponsorship

ADDITIONAL QUALIFICATIONS: 

• Desired security network, and systems related professional certifications are a plus 
• Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience 
• Completion of job-related technical trainings 
• Firewall, VPN, IDS and related network security design and implementation

Additional Information

Company Benefits: We work hard to embrace diversity and inclusion and encourage everyone at Trellix to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. • Pension and Retirement Plans • Medical, Dental and Vision Coverage • Paid Time Off • Paid Parental Leave • Support for Community Involvement We're serious about our commitment to diversity, which is why Trellix prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

This is a regionally base role and must be located in UT. 

Mandiant (formerly FireEye) has announced the sale of its Products business to Symphony Technology Group. Learn more about the sale here: https://www.fireeye.com/company/press-releases/2021/fireeye-announces-sale-of-fireeye-products-business-to-symphony-technology-group.html. This position will be part of the FireEye Security organization under the purchasing company. Our new company's security portfolio protects customers across endpoints, infrastructure, applications, and in the cloud. We will accelerate efforts to develop an integrated security platform powered by artificial intelligence and automation for superior threat detection and prevention.