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 skilled 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 Professional (TMCP) or other relevant certifications.

- CompTIA Security+, Network+, or equivalent.

- Soft Skills:

- Excellent communication skills (verbal and written).

- Strong problem-solving and critical thinking abilities.

- Ability to work independently in a fast-paced, high-pressure environment.

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

Requirements

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).

- Certifications (preferred):

- Trend Micro Certified Professional (TMCP) or other relevant certifications.

- CompTIA Security+, Network+, or equivalent.

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