[Hiring] L3 Technical Support Engineer @OPSWAT

Role Description

OPSWAT is seeking a Technical Support Engineer to join our OESIS Framework team. This individual will play a critical role in supporting and guiding customers across the assigned regions. As a Technical Support Engineer, you will collaborate with the global Support team to address and resolve customer technical queries and issues efficiently to ensure customer satisfaction. This includes working directly with customer engineers and technical staff. If necessary, escalating bugs to the R&D team and coordinating patches or upgrades to stabilize the customer’s environment. In the Professional Services capacity, the engineer will help customers implement and integrate OPSWAT solutions, provide advice on best practices, deliver knowledge transfer sessions, and highlight additional OPSWAT products that could benefit the customer.

The ideal candidate will work to mentor other team members, enhance customer support processes, maintain high customer satisfaction levels, and contribute to product development initiatives. Additionally, they will support the Sales team, evaluate new product releases, and participate in special projects as part of this dynamic role.

Qualifications

• 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 with networking concepts, application patching, Operating System (OS) patching, and a willingness to expand knowledge in these areas.
• Foundational knowledge of cybersecurity and critical infrastructure protection, with an eagerness to learn more.
• Excellent interpersonal and communication abilities, with a proven track record of building relationships with customers and internal teams.
• Strong presentation skills, capable of conveying ideas clearly and effectively to diverse audiences.
• Demonstrated customer-oriented attitude, with the ability to handle challenging situations and ensure customer satisfaction.
• Ability to think logically, analyze logs, and troubleshoot software and IT-related issues.
• Proven capability to analyze and improve operational processes.
• Experience leading onsite workshops and providing professional training is a plus.
• Passion for solving problems and delivering customer satisfaction.
• Hands-on utilization of Virtual Machines to test virtual clients running Windows, macOS, and Linux platforms.

Requirements

• Experience working with global teams.
• Cybersecurity domain experience, including patch management, Network-Access-Control (NAC), application control, file security, device security, network security, etc.
• Strong working knowledge of Linux-based infrastructure and macOS endpoint devices.
• Experience working with scripting languages such as bash script, PowerShell, and Python.
• Configuration and management of Content Distribution Networks (CDNs).
• Experience in providing customer support for technical, cybersecurity-related software products.
• Experience making vulnerabilities (CVEs) to patches or product updates for both Operating Systems and Third-Party applications.

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.