Technical Support Engineer
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Job Description
L3 Technical Support Engineer supporting OPSWAT’s OESIS Framework cybersecurity products. Resolving customer issues, delivering integrations, and guiding critical-infrastructure organizations.
Responsibilities:
- Collaborate with the global OPSWAT Support team to resolve technical issues promptly and effectively while meeting published SLAs
- Act as a Technical Account Manager for technically skilled customers, primarily engineers, technical product managers, and IT personnel
- Deliver professional services for implementation and integration of the OPSWAT OESIS Framework product line
- Build and maintain strong customer relationships through scheduled issue-review calls and internal customer tracking workflows
- Support customers worldwide, focusing primarily on US time zone customers
- Improve internal issue management processes to streamline resolutions
- Coordinate activities among Support, R&D, Product Management, and other departments globally
- Develop expertise in OPSWAT products and provide functional and technical insights
- Advise customers on aligning OPSWAT solutions with IT requirements and goals
- Identify opportunities to improve customer environments with OPSWAT technology
- Contribute to special projects, including technical demonstrations for Sales and evaluating new product releases
- Mentor team members, enhance customer support processes, maintain customer satisfaction, and contribute to product development initiatives
Requirements:
- Bachelor’s degree, preferably in Computer Science, Information Technology, or a related field; equivalent experience, training, and certifications will also be considered
- 5+ years of experience in Technical Support, Professional Services, or a similar role
- Strong technical background and familiarity with IT environments, including system implementation and troubleshooting
- Proficient knowledge of Windows and Windows Server
- Basic understanding of Linux and macOS, particularly networking concepts, application patching, and operating system patching
- Foundational knowledge of cybersecurity and critical infrastructure protection
- Excellent interpersonal and communication abilities
- Strong presentation skills
- Customer-oriented attitude and ability to handle challenging situations
- Ability to think logically, analyze logs, and troubleshoot software and IT-related issues
- Capability to analyze and improve operational processes
- Hands-on utilization of virtual machines to test virtual clients running Windows, macOS, and Linux platforms
Benefits:
- A collaborative and innovative work environment
- Opportunities for professional growth and development
- Competitive salary and benefits package
- The chance to work on cutting-edge technologies and make a meaningful impact
- Bonuses, benefits, and equity eligibility in addition to base pay
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