Senior Security Engineer

Eventus Security Inc.; Navi Mumbai; In loco; INR 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

Eventus Security Inc. seeks an experienced Technical Support Engineer to deliver 24/7 Tier 2 support for cybersecurity products across endpoints, email, and networks. You will troubleshoot, configure, and provide operational support, including EDR/XDR solutions from Trend Micro and other major vendors.

The role involves product training, implementation assistance, and collaboration with engineering, QA, and product teams to resolve issues and enhance customer satisfaction.

Competenze

• Experience delivering Tier 2 technical support for security products.
• Troubleshoot installation, configuration and performance issues.
• Collaborate with engineering, QA, and product teams.
• Maintain logs and documentation in ticketing systems.
• Adhere to incident management and SLAs.
• Rotate shifts for 24/7 coverage.
• Provide training on Trend Micro products.
• Implement and integrate security solutions in customer environments.

Mansioni

• Provide Tier 2 support for endpoint, email, and network security.
• Diagnose and resolve installation and configuration issues.
• Escalate complex cases with logs and documentation.
• Maintain ticket records in ServiceNow, Zendesk, or Salesforce.
• Stay current with product updates and security threats.
• Collaborate with engineering and product teams.

Conoscenze

EDR/XDR

Endpoint protection

Email security

Firewalls

Malware analysis

Windows

macOS

Networking basics

Formazione

Trend Micro Certified Professional (TMCP)

CompTIA Security+

Network+

Strumenti

ServiceNow

Zendesk

Salesforce

Descrizione del lavoro

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