Senior Security Engineer
Job Description
Job Title: 24/7 Office Support Team Member Trend Micro Product Support - SR. Security Engineer.
Location: Sanpada Office - on site/ Navi Mumbai
Department: Customer Success
Job Type: Full-Time (Shift-Based, 24/7 Coverage)
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 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.