Senior Security Engineer

Role overview

Senior Security Engineer at Eventus Security

Deep Security and Vision One Pro.

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.
• 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.

Required qualifications

• 3-5 years in a technical support or helpdesk role, preferably supporting antivirus or cybersecurity software.

Required skills

• Solid understanding of endpoint protection, firewalls, and malware analysis.
• Knowledge of Windows, macOS, and server environments.
• Basic understanding of networking concepts (TCP/IP, DNS, VPNs).
• 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.

Preferred qualifications and skills

• Familiarity with Trend Micro products is highly desirable.
• Hands-on Trend Micro product knowledge Certifications (preferred): Trend Micro Certified Professional (TMCP) or other relevant certifications.

Employment details

• Location: Sanpada Office - on site/ Navi Mumbai Department: Customer Success
• Job Type: Full-Time (Shift-Based, 24/7 Coverage)
• Location: Sanpada Office - on site, Navi Mumbai [India]

Additional role details

• Job Title: 24/7 Office Support Team Member - Trend Micro Product Support - SR. Security Engineer.