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