Trend Micro Inc. Reviews

- escalating the case is very hard even the customer contacted for like 5+ times for the same issue, this is very frustrating for customers and L1 engineer also because they have a weird rule that it needs to be handled first with L2 engineer but the issue is they are often unavailable during your shift and you will be stuck on this loop - Only few of the L2 Engineers are actually HELPFUL, the rest will only give you a solution that you ALREADY TRIED and one of them is jerk and unprofessional - They will advice you to take an early lunch when the queue is idle. I hope that they are aware that our metabolism cannot be scheduled. Idle is also rare on the queue, so goodluck enjoying the idle time. - They will bother you even though you are on your lunch / break to handle customers waiting in queue. It's not forced tho but definitely annoying - You will be advised to adjust your lunch/break when no one or only few people will be left on queue - Having an approved VL is not that easy - Too much gaslighting - Tons of waiting customer in the queue (2x-3x worse during ber months) - You will handle cases outside of Trend Micro concern, I know that customers paid for that service but we are not being paid enough to do that service - Salary is low for a technical support - Did I forgot to mention that you will also be handling sales related concern such as renewal, refund and product inquiry which is 95% of the cases that you will handle? - You will be working on holidays - Shifting Schedule Neutral: - Lots of fun events but it's useless because you can't attend due to customers waiting in queue - They will encourage you to do a technical learning but most of it will be useless due to the tasks assigned to you - Plotted OT's I will start my experience from my Trainee days to being Tenured working as Cloud Security Engineer. The trainers, HR's and the company itself really shows you how much they care about you, they will encourage you to learn and grow. They are also easy to reach out if you have any concerns, my batchmates are also amazing and they are the reason why I've lasted this long working as "Cloud Security Engineer". The workload is still bearable during that time because the management are pretty alright during that time and less people are resigning compared from the date I posted this review. The reasons I stated above why Trend Micro has a very positive initial impression for me. However, reality kicks-in after 6 months working with Trend Micro, there is just too much TOXIC POSITIVITY on this department. From what I've experienced, you cannot rely on MOST of the L2 engineers when it comes to handling new/difficult cases. I found myself relying more with my batchmates and my teammates when it comes to those cases. Workload also becomes unbearable due to this reasons: sales promotion, hot issues, a lot of people taking sick leave (covid), a lot of people resigning due to unbearable workload + short staffed = more workload for people who stayed. I stayed long enough on this department specially on bermonths where everything is 10x worse hoping that our department will recover from the challenges that we faced. The management are actually doing something to solve this but it's not enough and some of the "solutions" that they are doing are more of a burden to us. Just to add, some of the leaders are fake when it comes to "caring" to their subordinates. They are only doing it because it's their job to do so not because of they genuinely care about you which is my experience when I approached my leader but got ignored because I'm no longer working with them, this just shows what their true character is outside work. Lastly, Trend Micro Inc. as a company is 5/5 when it comes to handling their employees because they do really care, 1/5 working as Cloud Security Engineer. Just avoid working at Consumer Support Department by not applying as "Cloud Security Engineer" Additional Info: Also goodluck who's your TL gonna be, some of them are hard to deal with and I've known a lot of my co-workers who resigned within just few months because they don't handle them properly

'Core Values' is just a page on a site. They do not reflect the true 'Values' which are now changed. 1. Changes last about 2 to 3 years with always an executive being promoted to a new leading executive role. After the change fails, same movement in upper management takes place and the old executive keeps his/her job and just goes back to the background to collect paycheck 2. It seems like CEO reads some management review books and decides to use these theories by vaguely implementing them 3. Can't work from home and management became very strict by following other technology company leaders (Yahoo) 4. All upper management has been changed to former Third Brigade management or allies to cover their back, being Canadian always helps to land that upper management job 5. Very little collaboration between RD/Support/Sales/Marketing and teams work in silos 6. Old Culture is changed and Third Brigade/Canadian culture is brought to the company