Senior Security Engineer

Eventus Security; Navi Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Eventus Security in Navi Mumbai seeks an experienced Technical Support Engineer to provide 24/7 support for cybersecurity products across endpoint, email, and network security. The role focuses on troubleshooting, configuration, and operational support with exposure to EDR/XDR technologies from Trend Micro and other leading vendors.

The position involves coordinating with engineering and product teams, delivering training, handling escalations, and ensuring SLAs are met in a fast-paced

Qualifications

• Experience in tiered technical support for security products.
• Familiarity with incident management and escalation processes.
• Strong communication and documentation skills.

Responsibilities

• Deliver Tier 2 technical support for endpoint, email, and network security (EDR/XDR).
• Handle inquiries via phone, email, and live chat with professionalism.
• Diagnose installation, configuration, and system performance issues.
• Escalate complex cases with logs to Tier 3 or OEM support as needed.
• Keep accurate records in ticketing systems (ServiceNow, Zendesk, Salesforce).
• Follow incident management procedures to meet SLAs and KPIs.
• Work in rotating shifts to ensure 24/7 coverage.
• Stay updated with product patches and security threats.
• Collaborate with engineering/QA/product to resolve issues.
• Provide technical expertise for Trend Micro products and equivalents.
• Deliver product training to customers and assist in integration.

Skills

Tier 2 support

Incident management

SLA & KPIs

Communication

Troubleshooting

Education

TMCP or equivalent

CompTIA Security+ or Network+

Tools

ServiceNow

Zendesk

Salesforce

Job description

We are seeking an experienced Technical Support Engineer to provide 24/7 support for cybersecurity products across multiple platforms. This is a product-based role (NOT SOC Analyst) focused on troubleshooting, configuration, and operational support for endpoint, email, and network security solutions, including EDR/XDR technologies from Trend Micro and other leading vendors.

Key Responsibilities

Core Support 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.
• Provide technical expertise for Trend Micro products (& equivalent) during:
• Deliver product training or KT to customers.
• Assist in implementation, configuration, troubleshooting, and integration of security products in customer environments.

Requirements

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.

Please note: Designation will be finalized based on Interview evaluation