Job Title: 24/7 Office
Support Team Member – Trend Micro Product Support - SR. Security Engineer.

Location: Sanpada Office - on site
Department: Customer Success
Job Type: Full-Time (Shift-Based, 24/7 Coverage)
Reports To: Praneeth Kotian

Job Summary:

Key Responsibilities:
- Provide Tier 1 and Tier 2 technical
support for Trend Micro products, including but not limited to:
- Trend Micro Apex One and Vision One.
- Deep Security and Vision One Pro.
- Cloud App Security and Email Security for
Exchange.
- DDI/DDAN/Tipping Point/SMS/DDEI
Appliance.
- Monitor and respond to customer inquiries
via phone, email, and live chat in a timely and professional manner.
- Troubleshoot and resolve issues related to
installation, configuration, malware removal, and system performance.
- Escalate complex issues to Tier 3 or
engineering teams as necessary, providing detailed logs and documentation.
- Maintain accurate and detailed records of
support interactions in the ticketing system (e.g., Zendesk, ServiceNow,
Salesforce).
- Follow incident management and escalation




procedures to ensure SLAs and KPIs are met.
- Work in rotating shifts to ensure 24/7
coverage, including weekends and holidays.
- Stay up to date with product updates,
patches, and emerging security threats.
- Collaborate with internal departments
(engineering, QA, product teams) to resolve issues and improve customer
experience.

Requirements:
- Experience: 3–5 years in a technical support or
helpdesk role, preferably supporting antivirus or cybersecurity software.
- Technical Skills:
- Solid understanding of endpoint
protection, firewalls, and malware analysis.
- Familiarity with Trend Micro products is
highly desirable.
- Knowledge of Windows, macOS, and server
environments.
- Basic understanding of networking
concepts (TCP/IP, DNS, VPNs).
- Hands-on Trend Micro product knowledge
- Certifications (preferred):
- Trend Micro Certified Skilled (TMCP)
or other relevant certifications.
- CompTIA Security+, Network+

📌 Sr. Security Engineer (Navi Mumbai)
🏢 Eventus Security
📍 Navi Mumbai