Job Description

Job Title: Senior Security Engineer

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Experience: 4+yrs of experience

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Job Location: Sanpada, Navi Mumbai

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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.

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Key Responsibilities

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Core Support Responsibilities

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- Deliver Tier 2 technical support for:
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- Endpoint, Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors.
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- Respond to customer inquiries via phone, email, and live chat promptly and professionally.
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- Diagnose and resolving issues related to installation, configuration and system performance.
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- Escalate complex cases to Tier 3 or engineering teams or OEM support team with comprehensive logs and documentation.
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- Maintain accurate records of all support interactions in ticketing systems (e.g., ServiceNow, Zendesk, Salesforce).
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- Adhere to incident management and escalation procedures to meet SLAs and KPIs.
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- Work in rotating shifts to ensure 24/7 coverage, including weekends and holidays.
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- Stay current with product updates, patches, and emerging security threats.
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- Collaborate with internal teams (engineering,



QA, product) to resolve issues and enhance customer experience.
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Pre-Sales & Post-Sales Technical Expertise

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- Provide technical expertise for Trend Micro products (& equivalent) during:
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- Post-sales: Deployment, troubleshooting, optimization.
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- Deliver product training or KT to customers.
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- Assist in implementation, configuration, troubleshooting, and integration of security products in customer environments.
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Requirements

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Technical Skills:

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- Strong understanding of endpoint protection, email security, firewalls, and malware analysis.
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- Hands-on experience with Endpoint (Client & Server OS), Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors.
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- Proficiency in Windows, macOS, and server environments.
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- Basic networking knowledge (TCP/IP, DNS, VPNs).
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Certifications (Preferred):

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- Trend Micro Certified Professional (TMCP) or equivalent.
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- CompTIA Security+, Network+, or similar.
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Soft Skills:

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- Excellent verbal and written communication.
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- Strong analytical and problem-solving abilities.
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- Ability to work independently in a quick-paced environment.
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- Customer-focused mindset with a sense of urgency and ownership.
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Please note: Designation will be finalized based on Interview evaluation

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