Job Title: Senior Security Engineer /n Experience: 4+yrs of experience /n Job Location: Sanpada, Navi Mumbai /n /n 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 . /n /n Key Responsibilities /n Core Support Responsibilities /n /n

- 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.

/n /n /n Pre-Sales & Post-Sales Technical Expertise /n /n

- 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.

/n /n /n Requirements /n /n Technical Skills: /n /n

- 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).

/n /n /n Certifications (Preferred): /n /n

- Trend Micro Certified Professional (TMCP) or equivalent.

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- CompTIA Security+, Network+, or similar.

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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 fast-paced setting.

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

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