Sr. Security Engineer

3 days ago

Mumbai, India Eventus Security Full time

Job SummaryWe 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 ResponsibilitiesCore 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.RequirementsExperience:- 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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