Job Description
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 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., Serv...
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., Serv...
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