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
• 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 setting
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• High analytical skills and structured way of working Benefits Health & well-being
• Gym perks: Subsidised 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 North Sydney’s CBD, amidst greenery and mouth-watering food options
• Friendly & supportive culture: Enjoy a welcoming team environment with social activities, fun team-building events and opportunities to connect with colleagues. 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 Get to know us: At ESET Australia, we like to think of ourselves as friendly cybersecurity heroes – keeping businesses and individuals safe in an increasingly digital world. Our Aussie team is a key part of the APAC region, working alongside our colleagues in Singapore, Tokyo, and India. But we’re not just about tackling cyber threats; we’re about connecting cultures, ideas, and people. We’re a tight-knit crew. Our stunning North Sydney office, with its breathtaking view of the harbour, makes for a pretty epic place to work. We work hard, but we know how to have a good time too. We’re a bunch of foodies who enjoy our potluck lunches, dinners out, and trying new places to eat. Alongside that, you'll find us taking part in spontaneous fitness sessions, happy hours, celebrations that embrace our cultural diversity, and our much-loved table tennis matches, which can get just a little intense. There’s always something fun happening and something exciting to look forward to. If you're ready to join a team that values creativity, collaboration, and a great time, ESET Australia might just be your next great adventure Primary location North Sydney Please note that visa sponsorship is not available for this role. No recruitment agencies, please. #LI-KP1 #LI-Hybrid #associate

📌 Technical Support Engineer (Sydney)
🏢 ESET Australia
📍 Sydney