The Professional Services Agent (PSA) is a skilled technical support engineer with a background that offers a deep knowledge of ESET products, network environments and security best practices. This position requires practical experience with security-related components of ESET business products. This position requires a working knowledge of all ESET products, an understanding of security architecture across platforms, and experience resolving technical issues in enterprise environments. In addition to completion of ESET’s Professional Services curriculum, formal certifications such as CompTIA Network and CompTIA Security , MTA, MCSA etc., are highly desirable.
The PSA delivers high-quality work and requires only modest supervision. This role requires a high level of autonomy in processing service tickets, crafting unique solutions and driving escalation where necessary. This role is expected to provide guidance on ESET product questions to the Technical Support organization. This role is expected to proactively drive communication around Services customers by opening communication with the relevant Account Manager(s) and/or Sales Engineer(s) prior to escalation from the customer. Time is of the essence in this role, and this role is expected to advocate for customer satisfaction. Professionalism should be emphasized in all communications with ESET customers. This role should display confidence in acting as the customer’s trusted advisor on matters of cyber security, leveraging their teammates in the malware and/or Security Services teams when required.
This role reports to the Business Support Manager and takes guidance from the Security Services Manager. This position requires adaptability and the poise to request help should the agent encounter a situation they are not familiar with. The PSA should place emphasis on expanding their knowledge of the IT security field as well as ESET products, processes, and services, with special emphasis on Enterprise-tier products and the network environments said products function in.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES • Demonstrate an exceptional standard of quality of work. • Maintain and consistently demonstrate knowledge of company guidelines, processes, practices, and procedures; specifically knowledge of ESET service delivery processes. • Ensure that Services customers receive responses consistent with SLA requirements. • Drive communication to-and onboarding of-new ESET services customers in collaboration with the Technical Account Manager. • Collaborate with named Account Managers and other ESET resources to ensure high satisfaction for ESET Services customers. • Respond to and report questions, concerns, and requests on a 24x7 basis. • Become familiar with all supported ESET business products (including ESET Inspect) and their inner workings (configuration, detection, blocking, protection layers, cleaning-oriented features, etc.) as well as ESET professional services offering. Gain familiarity with ESET business products before their release whenever possible. • With the support of management, persistently look for education opportunities in the field of IT security and undergo advanced IT security training. • Respond to and solve basic and advanced security support-related tickets in accordance with defined procedures. If needed, assist L3 to solve open cases. • Schedule and work on remote sessions with customers, provide a dedicated Outlook invitation or some other form of affirmation to the customer to ensure continuity. • Prepare test environments, reproduce reported issues and cooperate with ESET HQ while searching for solutions. • Suggest improvements to services guides and processes. • When not directly supporting service customers, this role transitions to assisting Business Technical Support. REQUIREMENTS Education: • BA or BS in Computer Science, Engineering or equivalent Required. May be substituted with relevant work experience and technical certifications such as CEH, CCE, CRISC, CISM, CISSP, CompTIA Network , Security , MTA, MCSA, MCSE, or GIAC (GSEC, GCIH) Certifications. Experience: • 5-7 years in a technical role (support or administration) involving cyber security. Additionally, 2 years of enterprise-level troubleshooting with an emphasis on networked environments. Preferably experience in a customer-facing role. Knowledge: • Experience with tools for communication with customers and its environment (ticketing system, remote access, etc.) • Advanced understanding of operating systems (Windows, macOS, Linux), including the concept of file systems, processes, services, registry, scheduling, scripting, command line etc. • Advanced understanding of ESET business products, logs and log collection, and protection layers • Understanding of and intent to expand knowledge of malware: threat types (phishing, ransomware, financially motivated malware, spyware, backdoor, botnet, etc.) • Understanding of malware detection: false negative and false positive • Understanding of security hygiene concepts • Advanced understanding of networking (IP address, port, protocol, MAC address, etc.) • Ability to analyze issues reported by customers and provide solutions based on previous experience or known/defined procedures or tutorials. • Ability to reproduce problems in a controlled environment and perform basic root cause analysis • Experience with forensic tools (data collection) • Ability to analyze process tree information and provide commentary on the potential of nefarious activity

Job requisition

JR-04557 Professional Services Agent (Open)

Primary location

San Diego

Additional locations

Time type

Full time