Customer Service Engineer (Threat Support Team)

  • Full Time
  • Cork

Website Trend Micro

Cyber Security

Discover Trend

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro’s cybersecurity platform protects hundreds of thousands of organisations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defence techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit our website.

Discover You
At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and the freedom to make an impact and influence. With Trend Micro, you drive your own development. You are recognised for your passion to succeed and can be the best part of yourself here.

Discover your next exciting career opportunity…


Trend Micro delivers its threat knowledge and expertise through our solutions. The Threat Support Engineer gets to work in a unique role in Trend Micro bringing their passion for threat knowledge combined with a strong understanding of our products and platforms to assist our customers with threat-related concerns. The Threat Support Engineer is focused on addressing a wide range of threat-related concerns our customers have. This can range from helping the customer understand if there is a malicious sample in their environment, recommending best practises to customers to ensure they have configured their Trend Micro product to protect them from threats, right through to infection situations where customers need trusted advice on how to deal with crisis and remediation.

You Have:

  • 2+ years of experience in Technical Support – particularly in the areas of information technology and security
  • A passion for Cyber Security landscape and emerging threats
  • Threat support experience an advantage
  • Experience with Microsoft Windows
  • Experience with Linux Operating Systems
  • Understanding of networks and network routing protocols and internet troubleshooting techniques (Routers, Switches, VPN, Intrusion Detections/Prevention, Firewall, Advanced Threat)
  • Ability to adapt to change in a dynamic and fast-paced environment
  • Excellent collaboration skills as well as exceptional negotiation skills by phone with our customers
  • Experience with case management tools is an advantage
  • Experience analysing Emails, URLs or Files, or a demonstrated interest in it

Roles and Responsibilities:

  • Be a trusted advisor owning and solving customers’ Threat issues end to end
  • Provide proactive technical assistance to customers on Trend Micro products, with a particular focus on product optimization when dealing with existing and emerging threats
  • Dedicated to meeting the expectations and requirements of customers.
  • Gets first-hand customer information and uses it for improvements in products and services.
  • Acts with customers in mind.
  • Establishes and maintains effective relationships with customers and gains their trust and respect
  • Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when they disagree.
  • Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the Trend Micro standard of quality
  • Escalate technical issues using Trend Micro methodologies and effectively interact with other Trend Micro teams globally to provide holistic solutions
  • Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
  • Keep up to date with the ever-evolving threat landscape and internet security
  • Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery
  • Must be available to support on-call on a periodic/rotational basis
  • Uses time effectively and efficiently; concentrates efforts on the more important priorities.
  • Is action oriented and full of energy for the challenging things
  • Deal with breaches and malware cases while keeping the customer informed via phone or email as necessary
  • Perform Email, URL and File Analysis
  • Work on Threat related projects to improve the team’s knowledge and impact

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal-opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.

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