Job Title:
Technical Solutions Engineer
Job Description:
ESET is a thriving international company based in the EU, with U.S. headquarters in San Diego, California.
As a Technical Solutions Engineer, you will be a key member of the Customer Solutions Team.
You will work closely with other team members to ensure we provide extremely high levels of technical and sales support service to our customers.
Members of the ESET Ireland Customer Solutions Team provide technical and sales support to all ESET Ireland customers, partners, resellers, and internal teams in relation to ESET cybersecurity products and services.
Responsibilities:
* Field incoming technical and sales support requests from email tickets, calls, web chat, and voice mail.
* Own, log, and track assigned requests to achieve efficient resolution or escalation.
* Ensure complete resolution of issues whilst achieving high FCR rates.
* Perform remote analysis and diagnosis of issues and recommend or deploy corrective solutions.
* Collect required data and logs and submit to the relevant teams for analysis.
* Collaborate with other ESET specialists to resolve incidents.
* Escalate incidents to Level 3 support where required.
* Understand user requirements, conduct needs analysis and recommend appropriate solutions for end users in relation to sales requests.
* Assist in deployment and management of ESET solutions on user systems post purchase.
* Document and report all escalated incidents to the relevant manager.
* Communicate developing incidents and resolutions to internal teams.
* Present technical support and training material to internal teams and external interests.
* Undertake product testing of existing and upcoming products.
* Onboard new and upgrading licenses for partners, partners' customers and end-user customers as requested.
* Ensure customers are aware of products and services identified to provide the most appropriate level of cybersecurity during the technical support session.
* Test, replicate, and document reported incidents in the test environment.
* Provide pre-sales technical support to partners, customers and internal sales teams.
* Carry out any other duties in line with sales, technical or business requirements.
* Support and advise marketing staff in relation to content marketing activities.
* For example: creative writing for a blog post, contribution to a podcast, authoring a case study on a customer success story.
* Support marketing and sales activities where public speaking or presentations on the technical aspects of ESET are required at external events, webinars, partner or customer offices.
Requirements:
* Strong, precise verbal and written communication skills in English.
* Demonstrating a high level of care and quality when offering product support to customers, partners or colleagues.
* Maintaining effective performance under pressure; handling stress in a manner that is acceptable and calming to partners, customers and colleagues is vital.
* Confidently and accurately communicating with controllers of large business and government systems.
* Excelling at efficiently and calmly performing multiple projects and tasks simultaneously.
* Embracing critical thinking, problem-solving, and research.
* Working with independence and self-motivation without requiring constant supervision.
* Adapting to customer support request regardless of their technical or other ability.
* Displaying comfort and calm in understanding scenarios presented by phone, chat and email.
* Positively impacting organisational and team processes.
* Maintaining professional and ethical behaviours in the working environment.
* Promoting our culture of putting the customer experience first.
* Fostering a collaborative, upbeat workplace culture.
* Possessing presentation and public speaking skills.
* Bachelor's degree in computer science or a related field.
* 2+ years experience in a technical role.
* Business/Enterprise administration experience in a Microsoft environment.
* CompTIA A+ certification.
* CompTIA Network+ and CompTIA Security+ and/or similar industry certifications would be an advantage.
* Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) and/or other related industry certifications would be an advantage.
Benefits:
* Performance-led salary package recognising individual contributions.
* Additional benefits including pension contributions, private healthcare, EAP, performance bonuses, target goals bonuses, and generous annual leave allowances.