Sr. Security Engineer

Position Title : Sr. Security Engineer

Experience : 3yrs +

Location : Sanpada, Navi Mumbai

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.

Requirements