● Go-to internal technical resource for the go-to-market team, educating team members, as well as prospects, by providing a consistent and positive experience. ● Use in-depth product knowledge and technical skills to suggest and potentially develop product solutions for prospects. ● Act with urgency and precision to give users best-in-class presales support in troubleshooting issues as they arise. ● Solve problems manually first and then collaborate with Product Management to proactively feedback and improve the product and customer experience over time. ● Work in conjunction with the sales team as a key technical advisor and advocate for the platform while mapping value to the prospect's needs. ● Develop and deliver engaging demonstrations in collaboration with our Sales, Marketing and Training Teams to both business and technical users. ● Partner with Product Marketing on effective strategies to manage and deliver demonstrations, maintain demo environments, and respond to RFPs. ● Present to prospects, customers, and partners, at external events, conferences, seminars, etc.● Deliver presentations and product demonstrations to partners and customers and at other field events such as conferences, seminars, etc. ● Responding to functional and technical elements of RFIs/RFPs. ● Engage with the partners and customer to plan, design, and execute Proof of Value & Concepts. ● Collaborate with Product Management to provide feedback from clients about product requirements, and ideas to help innovate or stay ahead of the market.

● Effectively troubleshoot, resolve and properly document support issues. ● Perform remote analysis and diagnosis of client issues and recommend and/or implement corrective solutions. ● Respond and perform technical security investigations on security incidents, root cause analysis, recommend and mitigate the effects caused by an incident. ● Perform deep dive analysis of malicious artifacts. ● Leverage information from any cyber security attacks, threat and vulnerabilities and proactively use that knowledge to develop creative solutions and incident response playbooks. ● Performing security audit within the AV environment. ● Perform policy overview to ensure best protection agent threats and emerging cyberattacks. ● Test and replicate reported issues in test environment then report/document findings and results. ● Assist with identifying, troubleshooting and cleaning of viruses and/or malware within client's operating environment. ● Accurately log and track support requests ● Communicate trending support issues to regional customer care team. ● Ability to communicate with administrators of large private business and government systems with confidence and authority. ● Ability to work independently on multiple projects and tasks simultaneously in an efficient manner.

Processes: 1. ESET - B2B Support for ESET Endpoint Security Products, ESET Endpoint Encryption and Safetica DLP as technology alliance with ESET (3+ Years) 2. Kaspersky – Supporting all Consume and Business Products (5 Years) 3. WinTAB – Technical Support for Windows based Tablets including Hardware and Software (3 Years, simultaneously with Kaspersky & ESET) Role & Responsibilities:• Handling Technical Problems through calling, emails and remote.• Resolve service requests and work orders within established SLA.• Providing support, including procedural documentation and relevant reports.• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.• Coordinating with ESET back-end team.• Incident Management.• Testing all ESET’s consumer and business (Endpoint) product on various hardware and software environments.• Testing various leading security applications in virtual environment and analyzing reports. • Introduce and implement best practices, standards, processes and tools across the support process.• Manage & Monitoring the Anti-Virus status for the large networks through the management console.• Creating technical documents which helpful to our customer’s/sales team and colleagues to solve problems.• Testing and evaluating new technology.• Providing product overview to the newly joined sales executives.• Conduct technical training for colleagues on new product.