Sr. Security Engineer

4 weeks ago

Navi Mumbai Maharashtra India, Maharashtra Eventus Security Full time

Job Summary

We are seeking an experienced Level 2 Technical Support Engineer to provide 24/7 support for cybersecurity products across multiple platforms. This is a product-based role (NOT SOC Analyst) focused on troubleshooting, configuration, and operational support for endpoint, email, and network security solutions, including EDR/XDR technologies from Trend Micro or other leading vendors.


Key Responsibilities

Core Support Responsibilities

  • Deliver Tier 2 technical support for:
  • Endpoint, Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors.
  • Respond to customer inquiries via phone, email, and live chat promptly and professionally.
  • Diagnose and resolving issues related to installation, configuration and system performance.
  • Escalate complex cases to Tier 3 or engineering teams or OEM support team with comprehensive logs and documentation.
  • Maintain accurate records of all support interactions in ticketing systems (e.g., ServiceNow, Zendesk, Salesforce).
  • Adhere to incident management and escalation procedures to meet SLAs and KPIs.
  • Work in rotating shifts to ensure 24/7 coverage, including weekends and holidays.
  • Stay current with product updates, patches, and emerging security threats.
  • Collaborate with internal teams (engineering, QA, product) to resolve issues and enhance customer experience.


Pre-Sales & Post-Sales Technical Expertise

  • Provide technical expertise for Trend Micro products (or equivalent) during:
  • Post-sales: Deployment, troubleshooting, optimization.
  • Deliver product training or KT to customers.
  • Assist in implementation, configuration, troubleshooting, and integration of security products in customer environments.


Requirements


Experience:

  • 4–6 years in technical support or helpdesk roles, preferably in cybersecurity.


Technical Skills:

  • Strong understanding of endpoint protection, email security, firewalls, and malware analysis.
  • Hands-on experience with Endpoint (Client & Server OS), Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors.
  • Proficiency in Windows, macOS, and server environments.
  • Basic networking knowledge (TCP/IP, DNS, VPNs).


Certifications (Preferred):

  • Trend Micro Certified Professional (TMCP) or equivalent.
  • CompTIA Security+, Network+, or similar.


Soft Skills:

  • Excellent verbal and written communication.
  • Strong analytical and problem-solving abilities.
  • Ability to work independently in a fast-paced environment.
  • Customer-focused mindset with a sense of urgency and ownership.

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