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
- 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
- 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
- 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
SydneyAdditional locations
Time type
Full timeSkills Required
- 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 of IT environments
- Advanced understanding of Windows, macOS, and Linux operating systems
- Advanced understanding of network architecture and application software
- High analytical skills and a structured way of working
ESET Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ESET and has not been reviewed or approved by ESET.
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Leave & Time Off Breadth — Time off is viewed as strong, with added days off and vacation/PTO described positively. Policies around PTO appear to contribute meaningfully to overall value.
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Parental & Family Support — Parental benefits are highlighted as supportive, with enhanced parental leave referenced in multiple regions. This area is frequently cited as a standout element of the package.
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Flexible Benefits — Flexible work options such as hybrid schedules and flexible hours are emphasized and appear to be widely appreciated. Work-from-home flexibility is repeatedly highlighted as a strength.
ESET Insights
What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages. Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background. And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it. Put simply - when technology enables progress, ESET is here to protect it. ESET - Progress. Protected. Visit www.eset.com to learn more
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