Job Title

Job Summary We are seeking an experiencedLevel 2 Technical Support Engineerto provide24/7 support for cybersecurity productsacross multiple platforms. This is aproduct-based role (NOT SOC Analyst)focused on troubleshooting, configuration, and operational support forendpoint, email, and network security solutions , includingEDR/XDR technologies from Trend Micro or other leading vendors .Key Responsibilities Core Support Responsibilities DeliverTier 2 technical supportfor: 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 resolving issues related to installation, configuration and system performance. Escalate complex cases to Tier 3 or engineering teams or OEM support team 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.Pre-Sales & Post-Sales Technical Expertise Providetechnical expertise for Trend Micro products (or equivalent)during: Post-sales : Deployment, troubleshooting, optimization. Deliverproduct training or KTto customers. Assist inimplementation, configuration, troubleshooting, and integrationof security products in customer environments.RequirementsExperience: 4–6 years in technical support or helpdesk roles, preferably in cybersecurity.Technical Skills: Strong understanding of endpoint protection, email security, firewalls, and malware analysis. Hands-on experience with Endpoint (Client & Server OS), Email, and Network security solutions (EDR/XDR) from Trend Micro or other major vendors. Proficiency in Windows, macOS, and server environments. Basic networking knowledge (TCP/IP, DNS, VPNs).Certifications (Preferred): Trend Micro Certified Professional (TMCP) or equivalent. CompTIA Security+, Network+, or similar.Soft Skills: Excellent verbal and written communication. Strong analytical and problem-solving abilities. Ability to work independently in a fast-paced environment. Customer-focused mindset with a sense of urgency and ownership.