Technical Support Engineer II

About the role

ESET is seeking a Technical Support Engineer II to deliver level‑2 and level‑3 technical assistance for its cybersecurity products. You will work with customers, partners and resellers, handling requests across multiple communication channels and ensuring issues are resolved or escalated appropriately.

Key responsibilities

• Provide technical support for ESET consumer and business products to customers, partners and resellers.
• Document, process, and analyse incoming requests via email, phone and ticketing systems.
• Gather relevant information, perform enhanced troubleshooting, and deliver L2/L3 solutions.
• Qualify and escalate undocumented issues to higher‑level support teams following defined procedures.
• Conduct scheduled callbacks and respond to stakeholder inquiries in a timely manner.
• Become familiar with product components, tools, processes and procedures.
• Consult supervisors on problems and risks, and continuously develop technical knowledge.
• Perform ad‑hoc duties as assigned.

Required profile

• Tertiary education in IT, Computer Science or equivalent.
• Minimum 2 years of remote technical support experience with cybersecurity solutions (endpoint security, MFA, encryption, patch management, remote management platforms).
• Strong knowledge of IT environments, operating systems (Windows, macOS, Linux) and network architecture.
• Analytical and structured thinking.
• Proficiency in written Chinese and spoken Mandarin for customer communication.
• Relevant cybersecurity certifications are a plus.

Required skills

• Wireshark
• Procmon
• Notepad++
• Endpoint security solutions
• Multi‑factor authentication (MFA)
• Encryption technologies
• Patch management tools
• Remote management platforms
• Windows, macOS, Linux operating systems
• Network architecture troubleshooting
• Application software troubleshooting