L2 Security Operations Engineer

Job Summary

We are seeking an experienced Level 2 Technical Support Engineer to provide 24 / 7 support for cybersecurity solutions across multiple platforms. This role involves troubleshooting, configuration, and operational support for endpoint, email, and network security solutions , including EDR / XDR technologies from Trend Micro or other leading vendors.

Please note : It would be a product-based role. Please review the JD before applying.

Key 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 resolve issues related to installation, configuration, malware removal, and system performance.
• Escalate complex cases to Tier 3 or engineering teams 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.
• Provide technical expertise for Trend Micro products or any third-party products during pre-sales (solution design, demos, PoCs) and post-sales (deployment, troubleshooting, optimization).
• Collaborate with sales teams to understand customer requirements and propose tailored security solutions.
• Deliver product presentations & training to customers and partners.
• Assist in implementation, configuration, troubleshooting and integration of security products in customer environments.

Requirements