Cybersecurity SME

Security Engineer (TAC Support)

Incedo is a US-based consulting, data science and technology services firm

work with industry leading client organizations, deep technology and domain experts, and global teams

Technical skills requirements

• Act as the escalation point for Level 1 support, resolving complex customer issues related to Endpoint Security (EDR, AV, device control), AuthPoint MFA, and cloud integrations.
• Provide L2 support via phone, email, and case portal, ensuring timely resolution within defined SLAs and proper escalation of critical issues.
• Troubleshoot real-time issues involving: Endpoint agent deployment, performance degradation, etc
• Guide customers on advanced configuration, secure deployment, and optimization of MFA and endpoint security policies.
• Support integration of AuthPoint with identity providers such as Active Directory, LDAP, RADIUS, Azure AD, and SAML-based applications.
• Perform deep-dive analysis of threat detection logs, cloud sync issues, and endpoint behavior anomalies.
• Maintain comprehensive case documentation, including troubleshooting steps, findings, and resolution in the ticketing system.
• Contribute internal knowledge base articles and suggest improvements to existing documentation.
• Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs.
• Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.

Nice-to-have skills

• Strong understanding of: Endpoint Protection (EPP), EDR, threat lifecycle
• Windows-based systems (event logs, registry, services, GPO)
• Antivirus engines, malware types, and threat remediation
• Hands-on experience with Panda/WatchGuard products is highly preferred.
• Experience in a fast-paced support center managing cases, SLAs, and escalation protocols.
• Strong customer communication, ticket hygiene, and problem analysis skills.

Qualifications

• 4-6 years' experience in a TAC or Enterprise Technical Support environment, preferably for a security or endpoint product.
• BSc, BCA, B. Tech., M. Tech. or MCA or an equivalent degree from a reputed university

We are an Equal Opportunity Employer

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Thanks,

HR Team