Technical Support Engineer II

Join ESET as a Technical Support Engineer II, based in Singapore. You'll be joining a close-knit team of experienced Technical Support Engineers, spread throughout APAC - helping customers and partners get the most from our cybersecurity solutions. You’ll troubleshoot technical issues across consumer and business products, support Chinese-speaking customers, and collaborate with specialist teams to resolve complex cases. If you enjoy solving problems, explaining technical concepts clearly, and deepening your cybersecurity expertise, we’d like to hear from you.

FUNCTIONAL RESPONSIBILITIES AND DUTIES
• 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 received from the higher-level support and implement processes.
• Provide technical level 2& 3 support for consumer and business products.
• 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.
• Ad hoc duties as assigned.

REQUIREMENTS
• Tertiary education in IT, Computer Science, or equivalent
• Knowledge and experience with Wireshark, Procmon, Note++ tools.
• min. 2 years of experience providing remote technical support for cybersecurity solutions such as endpoint security, MFA, encryption, patch management, or remote management platforms
• Strong knowledge in the IT environment and cybersecurity technologies
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture, and application software troubleshooting
• Proficiency in written and spoken Mandarin and Cantonese to support Chinese-speaking customers through email and phone communication.
• Analytical and structured thinking
• Relevant cybersecurity certifications are an added advantage