Eventus Security Pvt Ltd

Job Title : Senior Security Engineer Experience Range: 4-8 years Job Location : Sanpada, Navi Mumbai Job Summary: Key Responsibilities: Provide Tier 1 and Tier 2 technical support for Trend Micro products, including but not limited to: Trend Micro Apex One and Vision One. Deep Security and Vision One Pro. Cloud App Security and Email Security for Exchange. DDI/DDAN/Tipping Point/SMS/DDEI Appliance. Monitor and respond to customer inquiries via phone, email, and live chat in a timely and professional manner. Troubleshoot and resolve issues related to installation, configuration, malware removal, and system performance. Escalate complex issues to Tier 3 or engineering teams as necessary, providing detailed logs and documentation. Maintain accurate and detailed records of support interactions in the ticketing system (e.g., Zendesk, ServiceNow, Salesforce). Follow incident management and escalation procedures to ensure SLAs and KPIs are met. Work in rotating shifts to ensure 24/7 coverage, including weekends and holidays. Stay up to date with product updates, patches, and emerging security threats. Collaborate with internal departments (engineering, QA, product teams) to resolve issues and improve customer experience. Note: Designation will be finalized based on interview