Endpoint Protection Support Professional

Major Responsibilities

• Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments.
• Perform deep-dive analysis using system logs, traces, and debug data to identify root causes.
• Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis.
• Escalate unresolved or complex cases to Tier 3 Engineering or R&D teams with detailed findings and replication steps.
• Proactively identify recurring problems and recommend product or process improvements to reduce break / fix volume.
• Collaborate with internal teams (Support, QA, R&D, Product Management) to drive rapid resolution of high-impact incidents.
• Maintain high standards of communication with customers, ensuring timely status updates and clear explanations of findings and solutions.

Desired Background

Preferred Skills

Soft Skills