Senior Security Engineer

4 days ago

Navi Mumbai, Maharashtra, India Eventus Security Full time ₹ 7,00,000 - ₹ 14,00,000 per year

Job Summary

We are seeking an experienced
Level 2 Technical Support Engineer
to provide
24/7 support
for cybersecurity solutions across multiple platforms. This role involves troubleshooting, configuration, and operational support for
endpoint, email, and network security solutions
, including EDR/XDR technologies from Trend Micro or other leading vendors.

Please note: It would be a product-based role. Please review the JD before applying.

Key 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 resolve issues related to installation, configuration, malware removal, and system performance.
  • Escalate complex cases to Tier 3 or engineering teams 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.
  • Provide
    technical expertise
    for Trend Micro products or any third-party products during
    pre-sales
    (solution design, demos, PoCs) and
    post-sales
    (deployment, troubleshooting, optimization).
  • Collaborate with
    sales teams
    to understand customer requirements and propose tailored security solutions.
  • Deliver
    product presentations & training
    to customers and partners.
  • Assist in
    implementation, configuration, troubleshooting and integration
    of security products in customer environments.

Requirements

  • Experience:
    3–5 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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