Senior Security Engineer

Job Summary
We are seeking an experienced  Level 2 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 .

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., Service Now, 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.
Strong analytical and problem-solving abilities.
Ability to work independently in a fast-paced environment.
Customer-focused mindset with a sense of urgency and ownership.

Please note:

Kindly check the

Job Description before applying. It is not a SOC Analyst

Job Role .