Sr. Security Engineer

1 day ago

Nagpur, India 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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