Source description
About the role
- 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 and 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. .
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