Summary We are looking for a Technical Support Engineer to provide technical product support to customers, partners and resellers using ESET products. You will validate incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support. Job description FUNCTIONAL RESPONSIBILITIES AND DUTIES • 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 through email and phone communication. • Analytical and structured thinking • Relevant cybersecurity certifications are an added advantage #LI-PY1 #LI-Hybrid #associate Benefits Health & well-being Comprehensive health insurance: Coverage that includes dental care, to keep you at your best Gym perks: Subsidized gym membership to release endorphins at one of Singapore’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: Award-winning facilities that recharges the body, mind and soul Centrally located: Located right in the heart of Singapore’s CBD, amidst greenery and mouth-watering food options 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 Primary location Singapore Additional locations Time type Full time Join ESET Talent Community and we will contact you. This is an option for candidates who haven't found any interesting job opening and would like to send us their CV. ESET® provides cutting-edge digital security to prevent attacks before they happen. By combining the power of AI and human expertise, ESET stays ahead of known and emerging cyberthreats — securing businesses, critical infrastructure, and individuals. Whether it’s endpoint, cloud or mobile protection, our AI-native, cloud-first solutions and services remain highly effective and easy to use. Driven by science, ESET technology includes robust detection and response, ultra-secure encryption, and multifactor authentication. With 24/7 real-time defense and strong local support, we keep users safe and businesses running without interruption. An ever-evolving digital landscape demands a progressive, evidence-based approach to security. ESET is committed to world-class scientific research and powerful threat intelligence, backed by R&D centers and a strong global partner network. ESET's purpose is not only to provides cutting-edge digital security, but also to actively contribute to a more innovative and responsible society in terms of education, science and research. At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation. Learn more about ESET.

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