Source description
About the role
Key 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.