Support Engineer

Sub DepartmentTECHNICAL SUPPORT CENTREJob posted onOct 13, 2025Employee TypeConfirmedExperience range (Years)3 years - 7 yearsAbout Quick HealQuick Heal Technologies Limited is a leading cybersecurity solutions provider with a strong footprint in India and an expanding presence across the globe. With 23 offices across India, and a team of 1,000+ cybersecurity professionals, we are committed to safeguarding businesses nationwide.Incorporated in the year 1995, with a registered office in Pune, Quick Heal is an all-around player in cybersecurity with a presence in B2B, B2G, and B2C segments. Seqrite is the enterprise arm of India's leading and only listed cybersecurity products company – Quick Heal Technologies Ltd. What sets Seqrite apart is our state-of-the-art Zero Trust technology, primed and ready to take on the market. We believe in a security paradigm where trust is never assumed but rather consistently verified. Our Zero Trust solutions suite enables organizations to secure their endpoints, data, networks, and users across geographies, providing a robust defense against modern cyber threats.Seqrite is also powered by state-of-the-art Seqrite Labs that continuously mines Threat Research, Real-time Detection, and Threat Intelligence.In the recent successful project of our nation "Chandrayaan 3", Seqrite solutions have played an important role in securing the command & control center of ISRO from Cyber Threats.Seqrite has a dedicated Services wing. This division specialises in delivering comprehensive cybersecurity consulting services to a diverse clientele that includes Corporates, PSUs, Government, and Law Enforcement Agencies. Seqrite has a global marquee clientele across BFSI, Pharma, Manufacturing, Government, and Mid & Large industries.Core Purpose: Innovate to "simplify" securing digital experience.Mission: Empowering the team to solve business problems.Vision: To be trusted by our customers in securing the digital world and aim to grow as reputable global market leader.What makes us different:Seqrite is one of the most successful purpose-led businesses enabling employees to thrive and unleash their potential to innovate. We invest in career development opportunities for our employees and celebrate our diverse perspectives every step of the way. We provide you an opportunity to work on new technologies. You will be surrounded by passionate and committed colleagues and work together to create a digital safe world for everyone.Job DescriptionPosition: Support EngineerExperience Required: 3 to 7 yearsProvide assistance to customers and partners for Seqrite Enterprise Security products, including Configuration, Deployment, Feature understanding, Upgradation, Issue resolution. Act as the Level 2 support team at the Technical Support Center (TSC), handling Toll-free calls, Chat queries, Email cases, Direct calls and on-site schedules. Ensure an excellent customer experience by Resolving queries efficiently & escalating unresolved issues to the next support level.Responsibilities:Maintain monthly self-productivity score of more than 85% considering daily cases/calls/Chats/E-mail/remotes cases, SR Activities handled/closed, Knowledge sharing/upgradation activities, ParticipationMaintain monthly self-Technical Quality Score of more than 80% ( Call/E-mail/Remote/Bug)Maintain monthly Self Soft Skill Quality Score of more than 80% (Call/E-mail/remote/Bug)Maintain monthly Self Technical Test Score of more than 80%Maintain monthly self CSat Score of 75% or more with at least 10% Conversion RatioMaintain monthly self FDR Score of more than 90%(Cases closed within 24 Hrs)Maintain Average Call Handling time < 11 Min for EPSMaintain Average Wrap-up time < 2 Min 30 Sec. for EPSHandle escalated cases from Level 1 via all support channels.Perform advanced troubleshooting for endpoint security issues (installation, configuration, updates, policy enforcement, etc).Collaborate with SMEs, R&D and product teams to resolve bugs and complex issues.Conduct root cause analysis (RCA) and maintain detailed documentation.Participate in weekly escalation review meetings with SMEs and R&D.Publish KB articles monthly to enhance internal and customer knowledge.Stay updated on product features and lead knowledge-sharing sessions for the team.Key Deliverables:Timely resolution of Level 2 escalations.Monthly publication of KB articles and case analysis reports.Successful closure of POCs and special projects.Active participation in R&D meetings and escalation reviews.Continuous improvement in support quality and customer satisfaction.Required Skills:Hands-on with Seqrite or similar platforms (e.g., Trellix / McAfee, Bitdefender, TrendMicro, SentinelOne, etc).Proficiency in operating system concepts across Windows, Linux, and macOS platforms.Familiarity with firewalls EDR/XDR, IDS/IPS, encryption, and application control.Strong analytical and troubleshooting skills.Excellent verbal and written communication for technical and non-technical audiences.Ability to work independently and manage multiple tasks.Desired Traits:Customer-focused with a commitment to delivering high-quality support.Analytical and detail-oriented, with strong problem-solving skills.Proactive and self-motivated, with a passion for continuous learning.Team player who collaborates effectively across functions.Adaptable to dynamic environments and shifting priorities.Passion for cybersecurity and continuous learning."Thank you for your consideration to become Quick Heal Family Member"