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.

- Pre-Sales & Post-Sales Technical Expertise

- Provide technical expertise for Trend Micro products (& 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.

Requirements

Experience:

- 4 - 6 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.

- Robust analytical and problem-solving abilities.

- Ability to work independently in a fast-paced environment.

- Customer-focused mindset with a sense of urgency and ownership.

📌 Senior Security Engineer (Navi Mumbai)
🏢 Eventus Security
📍 Navi Mumbai