Support Engineer

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: Support Engineer
Experience Required: 3 to 7 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:
1.
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.
2.
Demonstrate strong
customer handling skills, including empathy, active listening, expectation
setting, and ownership of issues until resolution.
3.
Effectively manage
difficult conversations, escalations, and high‑impact incidents while
maintaining service quality and customer satisfaction.
4.
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
5.
Maintain monthly self-Technical
Quality Score of more than 80% (Call/E-mail/Remote/Bug)
6.
Maintain monthly
Self Soft Skill Quality Score of more than 80% (Call/E-mail/remote/Bug)
7.
Maintain monthly
Self Technical Test Score of more than 80%
8.
Maintain monthly
self CSat Score of 75% or more with at least 10% Conversion Ratio
9.
Maintain monthly
self FDR Score of more than 90% (Cases closed within 24 Hrs)
10.
Maintain Average
Call Handling time < 11 Min for EPS

Experience
3 - 5 Years

Employment type
Full Time

Work arrangement
No