ESET

Subscription-based cybersecurity software and threat detection

Technical Support Engineer 2

Customer SupportUpdated on Nov 15

Full-timeSydney NSW, AustraliaNo salary listed

About the Job

Requirements

Completed IT-related education or equivalent qualification.
Two years of work experience.
Experience in cybersecurity.
Knowledge of computer networking.
Very good theoretical and practical knowledge in the information technology environment.
Advanced understanding of Windows, macOS, and Linux operating systems, network architecture, and application software.

Responsibilities

Provide technical support to customers, partners, and resellers for ESET products.
Be an expert in at least one ESET product and maintain basic knowledge of the other products as determined by the superior.
Document, process, and analyze 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 the next-level support teams according to defined processes and procedures.
Perform scheduled callbacks to customers and stakeholders and respond to their requests according to defined procedures.
Perform enhanced troubleshooting.
Become familiar with existing products and their components, as well as the tools, processes, and procedures relevant to the team.
Consult the superior on problems and risks in a timely manner.
Continuously develop technical knowledge and skills.
Carry out other work according to the instructions of a managing employee, in accordance with the activity of the department and the company.

Summary

A Technical Support Engineer 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 is an expert in at least one product in which he has in-depth knowledge.
He or she is primarily concerned with issues in his or her area of expertise, but also has good knowledge of other products.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Provide technical support to customers, partners and resellers for ESET products.
• Be an expert for at least one ESET product, have a basic knowledge of the rest as decided by the superior.
• 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 processes and procedures.
• Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
• Perform enhanced troubleshooting.
• Become familiar with existing products and their components as well as with the tools,
• processes and procedures that are relevant for the team.
• Consult the superior on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.

REQUIREMENTS
Education:
• Completed IT-related education or equivalent qualification

Experience:
• Years of work experience: 2

• Experience in Cybersecurity

• Knowledge in Computer Networking

Knowledge:
• Very good theoretical and practical knowledge in the IT environment
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• High analytical skills and structured way of working

#LI-KP1 #LI-Hybrid #associate

Benefits

Health & well-being

Gym perks: Subsidized gym membership to release endorphins at one of Australia’s premium gyms

Family

Team sprit & recognition: Regular cohesive, team-events that bring everyone together
Time to recharge: Generous leave policies for vacations and all of life’s big moments

Office

Modern office perks: World-class facilities that recharges the body, mind and soul
Centrally located: Located right in the heart of Sydney’s CBD, amidst greenery and mouth-watering food options

Other

Hybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workers
Fuel your growth: Access to world-class learning platforms and development opportunities

Primary location

Sydney

Additional locations

Time type

Full time

About the Company

ESET

Subscription-based cybersecurity software and threat detection

ESET provides cybersecurity solutions for both businesses and individuals, including antivirus software, endpoint protection, and advanced threat detection. Its products protect devices and networks by using machine learning to identify malware and suspicious activity, with regular updates and 24/7 support. Enterprise offerings include managed security services and consulting, tailored to the needs of large organizations. The company primarily sells annual or multi-year subscriptions, enabling customers to receive ongoing protection and updates. ESET differentiates itself through a broad product portfolio, a strong reputation for reliable security, and the use of machine learning to enhance threat detection. Its goal is to keep digital environments secure across industries like finance, healthcare, and education by preventing cyber threats and providing timely responses and support.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Bratislava, Slovakia
Founded: 1992

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