Senior Security Engineer

Job Title:

Experience Range:

Job Location:

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.
• Comfortable with 24*7 Shift

Note: Designation would be finalized based on the interview evaluation