Technical Cybersecurity Consultant (Cape Town)

Role summary:
The Technical Cybersecurity Consultant is a mid-level, customer-facing role responsible for delivering exceptional reactive and proactive customer support for ESET’s cybersecurity products. This includes managing support tickets, providing technical training, facilitating demos, and collaborating with internal and external stakeholders. The ideal candidate is technically proficient, client-focused, committed to continuous learning and improvement, and able to support strategic goals while handling technical complexities efficiently.

Educational qualifications/Experience:
• Diploma or Degree in IT, Cybersecurity, or related field • CompTIA Security+ or equivalent cybersecurity certification • Microsoft SC-900 (Security, Compliance and Identity Fundamentals) or SC-200 (Security Operations Analyst) • Microsoft Azure Fundamentals (AZ-900) • CompTIA Network+ • Cisco CCNA • ESET Certifications (Added Advantage)

Requirements:
● 3+ plus years of experience in a cybersecurity, IT security, or technical consulting role ● Hands-on experience with endpoint security, antivirus, or security software platforms ● Strong knowledge of cybersecurity fundamentals (threats, malware, endpoint protection) ● Solid understanding of: ○ Networking (TCP/IP, DNS, VPNs, firewalls) ○ Windows OS (enterprise environment) ○ Basic Linux administration ● Experience with ticketing systems and remote troubleshooting tools ● Ability to troubleshoot and resolve complex technical issues independently ● Strong communication skills (technical + non-technical audiences) ● Experience delivering client-facing demos or technical training ● Ability to read and interpret security logs and alerts to diagnose and resolve issues ● Strong analytical and problem-solving skills ● Experience with EDR/XDR, SIEM, or SOC environments (Added Advantage) ● Exposure to cloud platforms (Microsoft Azure, AWS) (Added Advantage) ● Scripting knowledge (PowerShell, Bash, Python) (Added Advantage) ● Pre-sales or customer advisory experience (Added Advantage)

Responsibilities:

● Provide Tier 2–3 technical support to ESET customers and partners across phone, email, and remote support channels. ● Diagnose, troubleshoot, and resolve technical issues related to ESET product deployment, configuration, licensing, and performance across Windows, macOS, and Linux environments. ● Own escalated tickets and ensure SLA compliance ● Conduct thorough root cause analysis on escalated issues and document findings for knowledge base contribution. ● Collaborate with internal and global technical teams. ● Track issues through to full resolution and follow up with customers to confirm functionality after troubleshooting. ● Maintain accurate and timely ticket records, ensuring all interactions are properly logged and categorised. ● Deliver tailored Proof of Concepts (POCs) for prospective and existing customers i.e planning, executing, and documenting outcomes against agreed success criteria. ● Host technical webinars and product demonstrations both internally and externally. ● Provide pre-sales technical support in partnership with the Business Development team, attending customer meetings, responding to technical queries, and supporting proposal development. ● Recommend appropriate ESET solutions based on customer environment assessments and security requirements. ● Attend and represent ESET at industry events, partner webinars, and marketing initiatives acting as a credible technical spokesperson when required. ● Train and enable ESET partners and resellers on product deployment, configuration, and support best practices. ● Develop and maintain training materials, product guides, and how-to documentation for internal and external use. ● Collaborate cross-functionally with Engineering, Sales, and Marketing teams to ensure aligned customer communication and delivery.

Personal Competencies
● Excellent verbal and written communication ● Strong customer service orientation ● Detail-oriented and deadline-driven ● Proactive learner ● Strong analytical and problem-solving ability ● High team collaboration ● Adaptable and self-motivated ● Commercially aware; understands how technical support and customer engagement contribute to business growth