Senior Security Engineer

Job Summary

Level 2 Technical Support Engineer

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.