Support Engineer

Darwinbox Digital Solutions Pvt. Ltd.; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Quick Heal Technologies Limited is seeking a Level 2 Technical Support professional to provide advanced technical assistance for Seqrite Enterprise Security solutions, including configuration, deployment, and issue resolution. You will own escalations, manage on-site and remote engagements, and ensure high-quality customer experience.

The role requires 3–7 years of experience, strong troubleshooting, and collaboration with R&D and product teams, with a focus on continuous knowledge sharing and

Qualifications

• Hands-on experience with Endpoint Security / EDR / XDR platforms such as Seqrite or similar solutions.
• Strong understanding of Windows, Linux, and macOS OS concepts.
• Excellent understanding of Active Directory and Domain.
• Familiarity with firewalls EDR/XDR, IDS/IPS, Application control, Encryption, and Data Protection.
• Experience in handling onsite and remote deployments and migrations.

Responsibilities

• Provide professional inbound and outbound technical support to customers via calls, email, chat, and remote sessions.
• Demonstrate strong customer handling skills and ownership of issues until resolution.
• Perform advanced troubleshooting for endpoint security issues (installation, configuration, updates, policy enforcement).
• Collaborate with SMEs, R&D and product teams to resolve bugs and complex issues.
• Publish KB articles monthly to enhance internal and customer knowledge.
• Participate in weekly escalation review meetings with SMEs and R&D.

Skills

Endpoint Security

EDR/XDR

Windows OS

Linux OS

macOS

Active Directory

Firewall

Troubleshooting

Communication

Multitasking

Tools

Seqrite

Trellix/McAfee

Bitdefender

Trend Micro

SentinelOne

Job description

QuickHeal Technologies Limited is a leading cybersecurity solutions provider with astrong footprint in India and an expanding presence across the globe. With 23offices across India, and a team of 1,000+ cybersecurity professionals, we arecommitted to safeguarding businesses nationwide.

Incorporatedin the year 1995, with a registered office in Pune, Quick Heal is an all-aroundplayer in cybersecurity with a presence in B2B, B2G, and B2C segments. Seqriteis the enterprise arm of India's leading and only listed cybersecurity productscompany – Quick Heal Technologies Ltd. What sets Seqrite apart is ourstate-of-the-art Zero Trust technology, primed and ready to take on the market.We believe in a security paradigm where trust is never assumed but ratherconsistently verified. Our Zero Trust solutions suite enablesorganizations to secure their endpoints, data, networks, and users acrossgeographies, providing a robust defence against modern cyber threats.

Seqriteis also powered by state-of-the-art Seqrite Labs that continuously mines ThreatResearch, Real-time Detection, and Threat Intelligence.

In the recent successful project of our nation "Chandrayaan 3",Seqrite solutions have played an important role in securing the command &control Center of ISRO from Cyber Threats.

Seqritehas a dedicated Services wing. This division specialises in deliveringcomprehensive cybersecurity consulting services to a diverse clientele thatincludes Corporates, PSUs, Government, and Law Enforcement Agencies. Seqritehas a global marquee clientele across BFSI, Pharma, Manufacturing, Government,and Mid & Large industries.

Mission: Empowering the team to solvebusiness problems.

Vision: To be trusted by our customers insecuring the digital world and aim to grow as reputable global market leader.

What makes us different: Seqrite is one of the most successful purpose-ledbusinesses enabling employees to thrive and unleash their potential toinnovate. We invest in career development opportunities for our employees andcelebrate our diverse perspectives every step of the way. We provide you anopportunity to work on new technologies. You will be surrounded by passionateand committed colleagues and work together to create a digital safe world foreveryone.

Job Description

Experience Required: 3 to 7 years

Job Description

Provide advanced technical assistance to customers and partnersfor Seqrite Enterprise Security solutions, including configuration, deployment,feature clarification, upgrades, and issue resolution. Function as part of theLevel 2 Technical Support team at the Technical Support Center (TSC), owningescalations, scheduled engagements, and on‑site support activities as required.Ensure a high‑quality customer experience through timely and effectiveresolution of issues, performing root cause analysis, and escalating unresolvedor complex cases to the appropriate next support level.

Responsibilities

1. Provide professionalinbound and outbound technical support to customers via calls, email, chat, andremote sessions, ensuring clear communication and customer confidencethroughout the case lifecycle.

2. Demonstrate strongcustomer handling skills, including empathy, active listening, expectationsetting, and ownership of issues until resolution.

3. Effectively managedifficult conversations, escalations, and high‑impact incidents whilemaintaining service quality and customer satisfaction.

4.Maintain monthly self-productivityscore of more than 85% considering daily cases/calls/Chats/E-mail/remotescases, SR Activities handled/closed, Knowledge sharing/upgradation activities,Participation

5.Maintain monthly self-TechnicalQuality Score of more than 80% (Call/E-mail/Remote/Bug)

6.Maintain monthlySelf Soft Skill Quality Score of more than 80% (Call/E-mail/remote/Bug)

7.Maintain monthlySelf Technical Test Score of more than 80%

8.Maintain monthlyself CSat Score of 75% or more with at least 10% Conversion Ratio

9.Maintain monthlyself FDR Score of more than 90% (Cases closed within 24 Hrs)

10.Maintain AverageCall Handling time < 11 Min for EPS

11.Maintain AverageWrap-up time < 2 Min 30 Sec. for EPS

12.Handle escalatedcases from Level 1 via all support channels.

13.Perform advancedtroubleshooting for endpoint security issues (installation, configuration,updates, policy enforcement, etc).

14.Collaboratewith SMEs, R&D and product teams to resolve bugs and complexissues.

15.Conduct rootcause analysis (RCA) and maintain detailed documentation.

16.Participatein weekly escalation review meetings with SMEs and R&D.

17.Publish KBarticles monthly to enhance internal and customer knowledge.

18.Stay updated onproduct features and lead knowledge-sharing sessions for the team.

• Timely resolutionof Level 2 escalated cases.
• Proactive Caseownership with Strong customer engagement andcommunication
• Monthlypublication of KB articles and case analysis reports.
• Successfulclosure of POCs deployments and special projects.
• Activeparticipation in R&D meetings and escalation reviews.
• Continuousimprovement in support quality and customer satisfaction.

Required Skills

1.Hands-onexperience with Endpoint Security / EDR / XDR platforms such as Seqrite orsimilar solutions (Trellix/McAfee, Bitdefender, Trend Micro, SentinelOne),including deployment, configuration, and troubleshooting.

2.Strongunderstanding and proficiency in operating system concepts across Windows,Linux, and macOS platforms.

3.Excellentunderstanding on Active Directory and Domain.

4.Familiarity withfirewalls EDR/XDR, IDS/IPS, Application control, Encryption, and DataProtection

5.Experience inhandling deployments and migrations, both onsite and remote, includingprerequisite validation, installation, and post-deployment support.

6.Strong analyticaland troubleshooting skills.

7.Proficiency inlog analysis and RCA preparation.

8.Excellent verbaland written communication for technical and non-technical audiences.

9.Ability to workindependently and manage multiple tasks, including handling concurrent cases,escalations, and project deliverables.

· Customer-centricapproach with the abilityto manage expectations, build trust, and deliver consistent, high-qualitysupport across both onsite and remote engagements.

· Strong analyticaland troubleshooting mindset,with the ability to quickly diagnose issues in complex environments (includingnetwork, endpoint, and security layers) and drive them to resolution.

· Proactiveownership and accountability,ensuring end-to-end case and project management—from initial discussion,requirement gathering, execution, to closure—without dependency-driven delays.

· Effectivecommunication skills, with theability to articulate technical concepts clearly to both technical andnon-technical stakeholders, and provide timely, structured updates.

· Experience inhandling onsite deployments and remote troubleshooting, with the ability to adapt approach based oncustomer environment (air-gapped, enterprise, cloud, etc.).

· Strongcoordination and stakeholder management,working seamlessly with internal teams (L2/L3/Engineering, Sales, Presales) andexternal stakeholders (customers, partners).

· Ability to workunder pressure and manage escalations,especially during critical incidents or customer-sensitive situations, whilemaintaining professionalism and control.

· Adaptability andflexibility, with thecapability to handle dynamic customer environments, shifting priorities, andunplanned onsite requirements.

· Process-orientedmindset, ensuring properdocumentation, case hygiene, adherence to SLAs, and structured handovers.

· Self-drivenlearning attitude, with a focus oncontinuous upskilling across products, technologies, and evolving cybersecuritythreats.

· Strong planningand execution capability for projects,including prerequisite validation, risk identification, and timely delivery ofmilestones.

· Passion forcybersecurity, with anunderstanding of enterprise security challenges and a commitment to deliveringsecure and compliant solutions.

“Thank you for yourconsideration to become Quick Heal Family Member”