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# Technical Support Engineer

- **Company:** Musarubra US LLC
- **Location:** Draper, UT, United States
- **Salary:** $70,000.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Databases, Networking Basics, Web Services
- **Published:** September 19, 2026
- **Apply:** https://startup.jobs/technical-support-engineer-157-musarubra-software-india-10102734

## About the Role

* Basic knowledge and general understanding of troubleshooting practices, procedures and providing solutions.
 * Basic customer service and technical support skills to perform routine tasks.
 * Basic experience with networking fundamentals, databases, and troubleshooting technique.
 * Basic Understanding of Web services and Security.
 * Able to identify data requirements and assist with data collection
 * Customer service mindset
 * Ability to multi-task and prioritize job requirements
 * Would be a plus: Understanding of Trellix Products
 * Note: Must be a US citizen

## Description

As a Technical Support Engineer at Trellix, you will provide frontline technical support to customers, diagnosing and resolving product-related issues using your expertise, available tools, and troubleshooting techniques. This role requires a customer-focused mindset, strong communication skills, and the ability to assess issue severity, implement solutions, and ensure timely resolution.
You will also assist with data collection, facilitate remote troubleshooting sessions, and contribute to maintaining high service levels. Technical expertise in networking, security, and web services is highly valued. This role offers the opportunity to work hands-on with Trellix products in a collaborative and dynamic environment.

About the Role:

 * Provide front line technical support to Trellix Customers utilizing personal knowledge, tools and resources to understand customer issues, frame the service request and provide known solutions in a timely manner.
 * Develop skills to perform basic activities in own job; including analytical/technical skills to perform routine activities.
 * No supervisory responsibilities, focuses on developing own skills.
 * Troubleshoot customer's Trellix product issues using knowledge and available tools
 * Assess and understand the impact, severity and urgency of issues
 * Log testing, troubleshooting and research issues in process of resolution
 * Full ownership of technical issues until resolution provided.
 * Able to resolve moderately complex problems over time and with some guidance
 * Assist customers with the implementation of workarounds/solutions
 * Facilitate conference calls / remote sessions to resolve product issues
 * Perform duties as required/assigned by line manager
 * Achieve acceptable service level goals
 * Communicate information in a straightforward and clear manner
 * Probe/Ask questions and checks for understanding including open-ended and close needed questions


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