Sr. Security Engineer

Job Title: 24/7 Office Support Team Member – Trend Micro Product Support - SR. Security Engineer. Location: Sanpada Office - on site Department: Customer Success Job Type: Full-Time (Shift-Based, 24/7 Coverage) Reports To: Praneeth Kotian Job Summary: 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. Requirements 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). Certifications (preferred): Trend Micro Certified Professional (TMCP) or other relevant certifications. CompTIA Security+, Network+, or equivalent.