5mo ago

Technical Support Engineer (L1)

Taiwan·Taipeimid

OtherTechnical Support EngineerCustomer SuccessTechnical SupportCustomer

5 views0 saves0 applied

Apply Now

Quick Summary

Overview

Key Responsibilities

Customer Issue Management Monitor and manage the queue of open support tickets, ensuring timely resolution. Track customer status, support level, and previous interactions to provide effective assistance.

Technical Tools

awsazuredockergcpjirakubernetespythoncybersecuritylinuxnetworking

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.

We are looking for an Technical Support Engineer to join our OPSWAT Level 1 technical support team and assist customers in troubleshooting and resolving technical issues efficiently. This role involves managing support tickets, providing real-time assistance, and contributing to knowledge base documentation to improve customer experience.

If you have a passion for technology, problem-solving, and customer interaction, this is a great opportunity to grow your career in a dynamic and collaborative environment.

The position will be based in Taipei, Taiwan.

Responsibilities

~1 min read

Monitor and manage the queue of open support tickets, ensuring timely resolution.
Track customer status, support level, and previous interactions to provide effective assistance.

Assist customers with installation, configuration, and integration of company products.
Guide customers through technical solutions and best practices.
Work closely with internal teams (Product Development, Engineering, QA) to address technical challenges.

Maintain detailed records of customer interactions and resolutions in the ticketing system.
Create and update knowledge base articles, FAQs, and troubleshooting guides.
Ensure accurate categorization and tagging of tickets for efficient tracking and reporting.

Stay up to date with product updates, new features, and industry trends.
Participate in internal training sessions and gain certifications in relevant technologies.
Collaborate with the team to identify areas for process improvement in technical support operations.

Requirements

~1 min read

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Basic understanding of cloud computing (AWS, Azure, Google Cloud).
- Knowledge of cybersecurity concepts and security products.
- Basic understanding of Docker, Kubernetes, or containerized environments.
- Scripting or automation skills (Python, Bash, or PowerShell).