We’re waiting for you in our team!

We are looking for a Technical Support Specialist to work with ESET products.
The role includes providing client consultations, resolving technical issues, configuring and supporting software, and collaborating with internal teams and developers.

Responsibilities

• Provide information about ESET software products and services.
• Deliver technical support to clients via phone and email.
• Schedule and conduct remote sessions using TeamViewer.
• Install and configure ESET software.
• Install and maintain additional software to ensure system stability.
• Use existing knowledge base articles and best practices to resolve common issues.
• Investigate complex cases and contribute new solutions to the internal knowledge base.
• Test new ESET products and prepare reports.
• Perform false positive testing on files and URLs.
• Submit files, checksums, URLs, and other samples to the antivirus lab for analysis.
• Assist clients in identifying and eliminating threats.
• Restore operating system functionality after incidents.
• Transfer encrypted samples and log files to the antivirus lab for decryption.
• Collect diagnostic data using tools such as ESET Log Collector, ESET SysInspector, ProcMon, Wireshark, Infoget, and ESET SysVulnCheck.
• Analyze diagnostic data to identify root causes of issues.
• Scan suspicious files in a cloud sandbox and share reports with clients.
• Escalate unresolved issues to the developer support team.

Requirements

• Higher technical education and strong analytical thinking.
• Good communication and presentation skills.
• Hands-on experience administering Windows and Linux servers.
• Experience installing, updating, and maintaining services.
• Experience administering email systems.
• Experience working with databases.
• Experience with virtualization platforms.
• Experience with backup systems.
• Experience with monitoring and logging tools.
• Strong troubleshooting skills.