Colombia, Bogota
Full time
JR
Job Title:
Thrive Support Advocate
About Trellix
Trellix is a general company redefining the future of cybersecurity. The company's comprehensive, open, and native cybersecurity platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at .
Role Overview
The Thrive Support Advocate (TSA) is a dedicated, non-technical operational resource responsible for acting as a primary customer escalation point and operational partner for large enterprise accounts. TSA ensures customers maximize the value of their support services, streamline operational workflows, and maintain complete visibility into their support experience.
Key Responsibilities
- Primary Operational Escalation Point:



Serve as the primary contact for non-technical support inquiries, operational issues, and service escalations.
- Regular Account Reporting: Prepare and deliver reports covering service request statuses, ticket health, flex credit consumption, and operational best practice recommendations.
- Flex Credit Management: Collaborate with account teams to guide the optimal consumption of Flex Credits, maximizing cross-service adoption and return on investment.
- Cross-Functional Collaboration: Partner closely with Support resources, Engineering resources and account teams to provide a unified support experience.
- Customer Best Practices: Assist customer teams in adopting operational best practices to streamline support interactions and improve overall platform satisfaction.

Qualifications & Requirements
- Role Type: Non-technical customer success or account management professional, but a technical background is a plus.
- Core Competencies: Account

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