Job Title: 24/7 Office Support Team Member – Trend Micro Product Support - SR. Security Engineer.

Location: Sanpada Office - on site/ Navi Mumbai

Department: Customer Success

Job Type: Full-Time (Shift-Based, 24/7 Coverage)

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.