Eset UK • United Kingdom

Technical Customer Care Engineer

Employment type:  Full time

1–2 days/week at home

Set hours

Job Description

Job posting title

Technical Customer Care Engineer

Job summary

The Tier 2 Technical Support Engineer will be responsible for resolving any issues with the deployment, configuration and operation of ESET security software and other supported software adopted by our strategic business alliance efforts, for our customers. After a period of training the engineer will be required to be available on a rotational basis (on-call availability, approx. every 5-7 weeks for 1 week) to provide out of hours support to select customers.

Job description

Responsibilities and Duties
• The Tier 2 Technical Support Engineer ensures that our customer and reseller support needs are met efficiently and with the highest degree of quality
• Resolving any and all issues with the deployment and configuration of ESET software and other supported applications adopted by strategic business alliance efforts, for ESET customers
• Providing reporting of product technical issues experienced by our customers to the tier 3 team including but not limited to product management and product development teams
• Coach and mentor other members of the support team in order to ensure the best possible customer experience
• This position may require up occasional travel to client sites, trade shows and conferences
• Work with the HQ Support (Tier 3), Knowledgebase and Development teams, as well as Sales Engineers,
• ESET Research and Public Relations teams
• Assist with identifying, troubleshooting, and cleaning of viruses and/or malware within customer's operating environment
• Provide virus samples to the appropriate groups for analysis and respond appropriately to the findings.
• Use advanced product knowledge, script development and internal/external reference materials in order to diagnose and resolve customer support requests via on-site, phone, CRM/ticketing system, or remote support session
• Demonstrate an exceptional standard of quality of work
• Maintains and consistently demonstrates knowledge of company guidelines, processes, practices, and procedures
• Effectively participate in conversations and answer questions related to ESET products and services within both internal and external communities including but not limited to email, forums, and social media outlets
• Be part of the 24x7 support team to select customers
• Perform special projects and other duties as assigned by management
• Accurately track, log, and otherwise tag support requests using the approved CRM, and/or other management approved tools
• Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction

• BA or BS in Computer Science, Engineering or equivalent Required. May be substituted with relevant work experience and technical certifications such as CEH, MCSE, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA or MCSE Certifications.
• Experience: 3+ years of hands on technical or premium product support experience, experience supporting SMB and SOHO environments required, IT helpdesk experience highly desired.
• Experience with all Microsoft Windows platforms · Experience with Microsoft Office 365
• An understanding of Active Directory and Group Policy Structure · Experience with mail security or Microsoft Exchange preferred
• Strong understanding of network topologies and network troubleshooting · Familiarity with Linux, and Mac operating systems
• Linux server administration (installation, maintenance, upgrade, back-up, NFS, TCP/IP)
• Client-Server environments (AD, DHCP, DNS, Remote Services) · Relevant experience in working with FTP, POP3, SMTP, IMAP, MAPI protocols
• Knowledge of virtual environments · Proficient with command line/terminal console · Excellent verbal and written communication skills in the English language
• Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc.)
• Familiarity with databases (Microsoft SQL Server, MySQL)
• English – C2 proficient

• Excellent communications skills require written and verbal.
Managerial skills
• None required
Personal characteristics
• Patience
• Detail-oriented
• Customer service skills
• Good telephone manner
• Good documentation skill
• Team player
• Confidence
• Motivated and able to consistently complete tasks with daily/weekly/monthly deadlines
• Ability to inspire and coach other members of the team
• Must be willing to take on opportunities to collaborate with other departments to satisfy business needs

• None Required

Magnitude (Area of Impact)
• Indirect, poor job performance may impact on user confidence and renewal of ESET licenses

Job requisition

JR-03803 Technical Customer Care Engineer (Open)

Primary location


Additional locations

Time type

Full time

Company benefits

Open to part-time employees
Open to job sharing
Enhanced maternity leave – 3 months full pay
Enhanced paternity leave – 3 months full pay
Adoption leave – 3 months full pay
Shared parental leave
25+ days annual leave + bank holidays
Enhanced sick pay – up to 6 weeks full pay
Teambuilding days
£35 per month wellbeing allowance
Private health insurance

We asked employees of Eset UK how satisfied they were with flexible working, and this is what they told us

Employees are largely happy with their working location freedom
Employees are largely happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done
Working at Eset UK

Company employees


Gender diversity (male:female)


Office locations

What employees are saying

ESET's culture is nothing short of amazing. Equally, I ensure I do my job very responsibly and try to achieve outstanding results. Win-win. Thank you!

Eset UK Employee