L3 Technical Support Engineer

AMER - RemoteRemotemid

Technical Support EngineerCustomer

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Quick Summary

Key Responsibilities

Regularly scheduled calls to review open issues with customers Managing internal customer tracking workflows Support customers world-wide,

Technical Tools

Technical Support EngineerCustomer

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.

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.

What We Offer

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At OPSWAT, we believe in empowering our people to do their best work. We encourage you to watch the video of our companies more than 20 years’ experience of securing critical infrastructure. You’ll be part of a mission-driven OESIS Framework team that delights customers by valuing innovation, collaboration, and continuous development. Together, we’re building SDK technology that makes a difference.

✓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.

Responsibilities

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→Collaborating with the global OPSWAT Support team to resolve technical issues promptly and effectively, ensuring compliance with published SLAs.
→Acting as a Technical Account Manager for technically skilled customers, primarily engineers, technical product managers, and IT personnel.
→Delivering professional services for the implementation and integration of OPSWAT OESIS Framework product line.
→Building and maintaining strong customer relationships through:
- →Regularly scheduled calls to review open issues with customers
- →Managing internal customer tracking workflows
- →Support customers world-wide, but focusing primarily on US time zone customers
→Improving internal issue management processes to streamline resolutions.
→Coordinating activities among Support, R&D, Product Management, and other departments across the world (Romania, Hungary, Vietnam, US, Canada, etc.).
→Developing expertise in OPSWAT products to provide both functional and technical insights.
→Offering guidance on aligning OPSWAT solutions with customer IT requirements and goals.
→Identifying opportunities for improving customer environments with OPSWAT technology.
→Contributing to special projects, such as assisting the Sales team with technical demonstrations or evaluating new product releases.

This role is ideal for a self-driven professional passionate about technical problem-solving, customer satisfaction, and helping organizations optimize their IT environments with OPSWAT’s solutions.

Requirements

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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.

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 on Linux based infrastructure 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 of technical, cybersecurity-related software products.
Experience making vulnerabilities (CVEs) to patches or product updates for both Operating Systems and Third-Party applications