Technical Support Engineer II

About the role

ESET is looking for a Technical Support Engineer II who provides technical product support to customers, partners and resellers using ESET products. The engineer validates incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support. The employee must be an expert in at least one product, with in-depth knowledge of it and good knowledge of others.

Key responsibilities

• Provide technical support to customers, partners and resellers for ESET products.
• Document, process and analyse incoming customer requests through all communication channels.
• Gather relevant information based on requests from higher-level support and implemented processes.
• Qualify and escalate undocumented issues to next-level support teams according to defined procedures.
• Perform scheduled callbacks to customers and stakeholders and respond to their requests.
• Perform enhanced troubleshooting.
• Become familiar with existing products, their components and the tools, processes and procedures of the team.
• Consult the supervisor on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills, and carry out other work as instructed.

Required profile

• Completed IT-related education or equivalent qualification.
• Years of work experience: 2.
• Experience in cybersecurity.
• Very good theoretical and practical knowledge of the IT environment.
• High analytical skills and a structured way of working.

Required skills

• Basic knowledge of computer networking.
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software.