About Quick Heal
Quick Heal Technologies Limited is a leading cybersecurity solutions provider with a strong footprint in India and an expanding presence across the globe. With 23 offices across India, and a team of 1,000+ cybersecurity professionals, we are committed to safeguarding businesses nationwide.
Incorporated in the year 1995, with a registered office in Pune, Quick Heal is an all-around player in cybersecurity with a presence in B2B, B2G, and B2C segments. Seqrite is the enterprise arm of India's leading and only listed cybersecurity products company – Quick Heal Technologies Ltd. What sets Seqrite apart is our state-of-the-art Zero Trust technology, primed and ready to take on the market. We believe in a security paradigm where trust is never assumed but rather consistently verified. Our Zero Trust solutions suite enables organizations to secure their endpoints, data, networks, and users across geographies, providing a robust defence against modern cyber threats.
Seqrite is also powered by state-of-the-art Seqrite Labs that continuously mines Threat Research, Real-time Detection, and Threat Intelligence.
In the recent successful project of our nation "Chandrayaan 3", Seqrite solutions have played an important role in securing the command & control Center of ISRO from Cyber Threats.
Seqrite has a dedicated Services wing. This division specialises in delivering comprehensive cybersecurity consulting services to a diverse clientele that includes Corporates, PSUs, Government, and Law Enforcement Agencies. Seqrite has a global marquee clientele across BFSI, Pharma, Manufacturing, Government, and Mid & Large industries.
Core Purpose: Innovate to "simplify" securing digital experience.
Mission: Empowering the team to solve business problems.
Vision: To be trusted by our customers in securing the digital world and aim to grow as reputable global market leader.
What makes us different: Seqrite is one of the most successful purpose-led businesses enabling employees to thrive and unleash their potential to innovate. We invest in career development opportunities for our employees and celebrate our diverse perspectives every step of the way. We provide you an opportunity to work on new technologies. You will be surrounded by passionate and committed colleagues and work together to create a digital safe world for everyone.
Job Description
Position: Senior Support Engineer
Experience Required: 5+ years
Job Description:
Provide advanced technical assistance to customers and partners for Seqrite Enterprise Security solutions, including configuration, deployment, feature clarification, upgrades, and issue resolution. Function as part of the Level 2 Technical Support team at the Technical Support Center (TSC), owning escalations, scheduled engagements, and on‑site support activities as required. Ensure a high‑quality customer experience through timely and effective resolution of issues, performing root cause analysis, and escalating unresolved or complex cases to the appropriate next support level.
Responsibilities:
- Provide professional inbound and outbound technical support to customers via calls, email, chat, and remote sessions, ensuring clear communication and customer confidence throughout the case lifecycle.
- Demonstrate strong customer handling skills, including empathy, active listening, expectation setting, and ownership of issues until resolution.
- Effectively manage difficult conversations, escalations, and high‑impact incidents while maintaining service quality and customer satisfaction.
- Maintain monthly self-productivity score of more than 85% considering daily cases/calls/Chats/E-mail/remotes cases, SR Activities handled/closed, Knowledge sharing/upgradation activities, Participation
- Maintain monthly self-Technical Quality Score of more than 80% (Call/E-mail/Remote/Bug)
- Maintain monthly Self Soft Skill Quality Score of more than 80% (Call/E-mail/remote/Bug)
- Maintain monthly Self Technical Test Score of more than 80%
- Maintain monthly self CSat Score of 75% or more with at least 10% Conversion Ratio
- Maintain monthly self FDR Score of more than 90% (Cases closed within 24 Hrs)
- Maintain Average Call Handling time < 11 Min for EPS
- Maintain Average Wrap-up time < 2 Min 30 Sec. for EPS
- Handle escalated cases from Level 1 via all support channels.
- Perform advanced troubleshooting for endpoint security issues (installation, configuration, updates, policy enforcement, etc).
- Collaborate with SMEs, R&D and product teams to resolve bugs and complex issues.
- Conduct root cause analysis (RCA) and maintain detailed documentation.
- Participate in weekly escalation review meetings with SMEs and R&D.
- Publish KB articles monthly to enhance internal and customer knowledge.
- Stay updated on product features and lead knowledge-sharing sessions for the team.
Key Deliverables:
- Timely resolution of Level 2 escalated cases.
- Proactive Case ownership with Strong customer engagement and communication
- Monthly publication of KB articles and case analysis reports.
- Successful closure of POCs deployments and special projects.
- Active participation in R&D meetings and escalation reviews.
- Continuous improvement in support quality and customer satisfaction.
Required Skills:
- Hands-on experience with Endpoint Security / EDR / XDR platforms such as Seqrite or similar solutions (Trellix/McAfee, Bitdefender, Trend Micro, SentinelOne), including deployment, configuration, and troubleshooting.
- Strong understanding and proficiency in operating system concepts across Windows, Linux, and macOS platforms.
- Excellent understanding on Active Directory and Domain.
- Familiarity with firewalls EDR/XDR, IDS/IPS, Application control, Encryption, and Data Protection
- Experience in handling deployments and migrations, both onsite and remote, including prerequisite validation, installation, and post-deployment support.
- Strong analytical and troubleshooting skills.
- Proficiency in log analysis and RCA preparation.
- Excellent verbal and written communication for technical and non-technical audiences.
- Ability to work independently and manage multiple tasks, including handling concurrent cases, escalations, and project deliverables.
Desired Traits:
- Customer-centric approach with the ability to manage expectations, build trust, and deliver consistent, high-quality support across both onsite and remote engagements.
- Strong analytical and troubleshooting mindset, with the ability to quickly diagnose issues in complex environments (including network, endpoint, and security layers) and drive them to resolution.
- Proactive ownership and accountability, ensuring end-to-end case and project management—from initial discussion, requirement gathering, execution, to closure—without dependency-driven delays.
- Effective communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical stakeholders, and provide timely, structured updates.
- Experience in handling onsite deployments and remote troubleshooting, with the ability to adapt approach based on customer environment (air-gapped, enterprise, cloud, etc.).
- Strong coordination and stakeholder management, working seamlessly with internal teams (L2/L3/Engineering, Sales, Presales) and external stakeholders (customers, partners).
- Ability to work under pressure and manage escalations, especially during critical incidents or customer-sensitive situations, while maintaining professionalism and control.
- Adaptability and flexibility, with the capability to handle dynamic customer environments, shifting priorities, and unplanned onsite requirements.
- Process-oriented mindset, ensuring proper documentation, case hygiene, adherence to SLAs, and structured handovers.
- Self-driven learning attitude, with a focus on continuous upskilling across products, technologies, and evolving cybersecurity threats.
- Strong planning and execution capability for projects, including prerequisite validation, risk identification, and timely delivery of milestones.
- Passion for cybersecurity, with an understanding of enterprise security challenges and a commitment to delivering secure and compliant solutions.
