Senior Security Engineer

Eventus Techsol; Navi Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Eventus Techsol in Navi Mumbai seeks a Tier 2 technical support specialist to handle Endpoint, Email, and Network security solutions (EDR/XDR). You will respond to inquiries via phone, email, and live chat, diagnose installation and performance issues, and escalate complex cases as needed.

Join a dynamic team to stay updated on product patches, collaborate with engineering and QA, and ensure high customer satisfaction through comprehensive logs and accurate ticket documentation.

Qualifications

• Tier 2 technical support experience for Endpoint, Email, and Network security solutions.
• Proficient in diagnosing installation, configuration, and performance issues.
• Experience with incident management and escalation procedures.
• Willingness to work in rotating shifts for 24/7 coverage.

Responsibilities

• Deliver Tier 2 technical support for Endpoint, Email, and Network security solutions (EDR/XDR).
• Respond to customer inquiries via phone, email, and live chat promptly and professionally.
• Diagnose and resolve issues related to installation, configuration and system performance.
• Escalate complex cases to Tier 3 or engineering teams or OEM support.
• 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 during Post-sales: Deployment, troubleshooting, optimization.

Skills

Technical support

Customer service

Troubleshooting

Incident management

Documentation

Tools

ServiceNow

Zendesk

Salesforce

Job description

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 resolving issues related to installation, configuration and system performance.

Escalate complex cases to Tier 3 or engineering teams or OEM support team 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.

Pre-Sales & Post-Sales Technical Expertise Provide technical expertise for Trend Micro products (or equivalent) during:

Post-sales: Deployment, troubleshooting, optimization.

Deliver product training or KT to customers.

Assist in implementation, configuration, troubleshooting, and integration of security products in customer environments.