Hybrid Cybersecurity Tech Support Engineer II

ESET LLC; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Gym membership

Team events

Generous leave

Modern Sydney office

Hybrid work culture

Learning platforms

Job summary

ESET LLC is seeking a Technical Support Engineer to provide expert-level support for ESET products to customers, partners and resellers. The role requires deep cybersecurity knowledge and strong networking skills, with an emphasis on documenting issues and escalating where needed.

The position is based in Sydney with hybrid work arrangements, offering opportunities to grow technical expertise through ongoing learning and collaboration with senior engineers.

Qualifications

• Completed IT-related education or equivalent qualification.
• 2 years of work experience in IT or cybersecurity.
• Knowledge of computer networking and IT environments.

Responsibilities

• Provide technical support to customers, partners and resellers for ESET products.
• Be an expert for at least one ESET product, with basic knowledge of the rest as decided by the supervisor.
• 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 per defined procedures.
• Perform enhanced troubleshooting.
• Familiarize yourself with products, components, tools, and procedures relevant to the team.
• Consult the supervisor on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills.
• Carry out other work as instructed by a managing employee.

Skills

Cybersecurity

Networking

Operating systems

Education

IT-related education

Job description

ESET LLC is seeking a Technical Support Engineer to provide expert-level support for ESET products to customers, partners and resellers. The role requires deep cybersecurity knowledge and strong networking skills, with an emphasis on documenting issues and escalating where needed.

The position is based in Sydney with hybrid work arrangements, offering opportunities to grow technical expertise through ongoing learning and collaboration with senior engineers.