Senior Security Engineer

Job Description

Job Title: Senior Security Engineer

Experience: 4+yrs of experience

Job Location: Sanpada, Navi Mumbai

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.

Key Responsibilities

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

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 fast-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