Level 2 Business Technical Support Engineer

Who We Are
We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide.

Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world.

Our hybrid work model (3 days in the office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions, and build relationships – while offering the flexibility you need to focus and do your best work.

MISSION & GOALS
As a Technical Support Engineer in our Cyber Security team, you will be responsible for providing world-class technical support to our business clients, helping them troubleshoot and resolve issues related to our cybersecurity products and services. With a strong focus on customer satisfaction, you will play a critical role in maintaining client trust, driving loyalty, and ensuring the best possible user experience.

OBJECTIVES

• Deliver exceptional customer service through timely and effective technical support via phone, chat, email, and remote access tools
• Accurately diagnose and resolve technical issues related to our cybersecurity products and services
• Collaborate with internal development and product teams to identify and fix bugs or complex technical problems
• Keep clients informed throughout the resolution process and provide clear, regular updates
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Contribute to the development of knowledge base articles and troubleshooting guides
• Participate in team knowledge sharing, contribute to enriching templates and good practices database

COMPETENCIES

• 2+ years of experience in technical support or a related field
• Strong understanding of cybersecurity principles and technologies (e.g., firewalls, antivirus solutions)
• Working knowledge of Windows, Linux, and macOS operating systems and common troubleshooting methods
• Ability to diagnose network issues (connectivity, routing, security)
• Familiarity with virtualization tools such as VMware, Hyper-V, or VirtualBox
• Knowledge of registry editing and command-line tools
• Experience with remote access tools and ticketing systems
• Excellent analytical and troubleshooting skills, with the ability to manage complex cases independently
• Strong communication skills — able to explain technical issues clearly and empathetically
• Team-oriented mindset with a proactive and continuous learning attitude
• Fluency in English (written and spoken, B2/C1)

EDUCATION AND CERTIFICATIONS

• Bachelor's degree in Computer Science, Cyber Security, or a related field is a plus
• Relevant IT certifications (e.g., CompTIA, Cisco, Microsoft) are an advantage

What We Offer

• An amazing and truly international work environment
• The chance to join a major global tech company
• Many opportunities for professional growth
• Bonus scheme
• Unlimited Personal Time Off – because each of us needs enough time to relax

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.