Technical Solutions Engineer

2 weeks ago

Dublin, Dublin City, Ireland Cyberireland Full time

As one of the top five cybersecurity providers in the world, ESET protects more than 110 million users. ESET's solutions safeguard everyone from parents who trust us to keep kids safer online to government agencies protecting top-secret data.

ESET is a thriving international company based in the EU, with U.S. headquarters in San Diego, California. Over 1,800 employees serve customers in more than 180 countries, and the focus on research and development supports 11 Research & Development centres worldwide.

ESET Ireland is seeking a rising star with strong technical competence to join our Customer Success Team.

Role

In the role of 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. You will maintain the highest level of quality to accurately and efficiently resolve technical and sales queries, ensuring customer success.

Members of the ESET Ireland Customer Solutions Team provide technical and sales support to all ESET Ireland customers, partners, resellers, and internal teams regarding ESET cybersecurity products and services.

Responsibilities
  • Field incoming technical and sales support requests from email tickets, calls, web chat, and voicemail.
  • Own, log, and track assigned requests to achieve efficient resolution or escalation.
  • Ensure complete resolution of issues while 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.
  • 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.
Preferred Abilities and Attributes
  • Possessing 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 requests regardless of their technical or other ability.
  • Displaying comfort and calm in understanding scenarios presented by phone, chat, and email.
  • Positively impacting organizational and team processes.
  • Maintaining professional and ethical behaviors 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.
Key Education & Technical 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

ESET Ireland is a performance-led company. Our salary and benefits package recognizes this ethos. Many factors are considered in determining salary, including position scope, job-related knowledge, education, skills, experience, and a remote or on-location workplace. Additional to salary, benefits may include pension contributions, private healthcare, EAP, performance bonuses, target goals bonuses, and generous annual leave allowances.

APPLICATION: Please email us your CV along with a cover letter to hr@eset.ie

IMPORTANT: All applicants must have citizenship of Ireland, a Stamp 4 permission, or an IRP and General Employment Permit currently in place. If you are from a country outside the EEA, you must have an IRP and a General Employment Permit for this role in place at the time of application. Candidates requiring sponsorship of any kind cannot be considered at this time.

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