Product Support Engineer

We are looking for a Technical Support Engineer to provide technical product support to customers, partners and resellers using ESET products in APAC region.

You will validate incoming requests for known issues and document previously unknown issues for escalation to higher levels of support.

• 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 elevate 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....