Job Summary
We are seeking an experienced Level 2 Technical Support Engineer to provide 24/7 support for cybersecurity products across multiple platforms. This is a product-based role (NOT SOC Analyst) focused on troubleshooting, configuration, and operational support for endpoint, email, and network security solutions, including EDR/XDR technologies from Trend Micro or other leading vendors.
Key Responsibilities
Core Support 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 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
- Provide technical expertise for Trend Micro products (or equivalent) during:
- Post-sales: Deployment, troubleshooting, optimization.
- Deliver product training or KT to customers.
- Assist in implementation, configuration, troubleshooting, and integration of security products in customer environments.
Requirements
Experience:
- 46 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.
