Found 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 supp...