{"id":1207724,"url":"https://alion.io/job/trellix-thrive-support-advocate","title":"Thrive Support Advocate","company":{"id":42946,"name":"Trellix","domain":"trellix.com","url":"https://alion.io/company/trellix","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":10,"ghost_share":0,"stale_share":0.7,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-09-27T05:45:00Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-27T23:52:47Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Job Title:\nThrive Support AdvocateAbout Trellix \nTrellix is a global 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 https://trellix.com.\nRole Overview:\nThe 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\nPrimary Operational Escalation Point: Serve as the primary contact for non-technical support inquiries, operational issues, and service escalations.\nRegular Account Reporting: Prepare and deliver reports covering service request statuses, ticket health, flex credit consumption, and operational best practice recommendations.\nFlex Credit Management: Collaborate with account teams to guide the optimal consumption of Flex Credits, maximizing cross-service adoption and return on investment. \nCross-Functional Collaboration: Partner closely with Support resources, Engineering resources and account teams to provide a unified support experience.\nCustomer Best Practices: Assist customer teams in adopting operational best practices to streamline support interactions and improve overall platform satisfaction.\nQualifications & Requirements\nRole Type: Non-technical customer success or account management professional, but a technical background is a plus. \nCore Competencies: Account management, clear communication, analytical reporting, organizational skills, conflict resolution, and strong interpersonal skills.\nExperience managing complex Enterprise accounts in B2B SaaS. \nWeekend and On-call: Rotational shifts as needed.\nMust be fluent in English and Spanish. Portuguese is a plus.\nCompany Benefits and Perks:\nWe believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone 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.\nRetirement Plans\n\nMedical, Dental and Vision Coverage\n\nPaid Time Off\n\nPaid Parental Leave\n\nSupport for Community Involvement\n\nWe're serious about ourcommitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment 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.\nOur Commitment to You:\nAt Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.\nTrellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information-such as your date of birth, Social Security number, or national ID number-during the interview process.\nTrellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.","description_format":"text","description_chars":4060,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Parental leave","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Threat Intelligence","Security Operations"],"lifecycle":[{"event":"open","at":"2026-09-25T01:11:49Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":28,"reasons":["conf:10","stale_co","velocity","win:early"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/trellix-thrive-support-advocate","json_url":"https://alion.io/job/trellix-thrive-support-advocate.json","meta":{"generated_at":"2026-09-28T00:06:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":22,"day_limit":5000,"remaining_today":4978,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}