Sr. 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 or 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., ServiceNow, 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 (or 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:

• 46 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.