Product Support Engineer

We are looking for a Technical Support Engineer to provide technical product support to customers, partners and resellers using ESET products in APAC region.

You will validate incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support.

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 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 Chinese and spoken Mandarin to support Mandarin-speaking customers in APAC through email and phone communication.
• Analytical and structured thinking

• Relevant cybersecurity certifications are an added advantage