Technical Support Engineer

OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks. Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology integration partners, OPSWAT is a pioneer and leader in data sanitization, vulnerability detection, multi-scanning, device compliance, and cloud access control.

OPSWAT. Protecting the World’s Critical Infrastructure

The Position

OPSWAT is now searching for a Technical Support Engineer to join our Customer Support team. The Senior Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily. He or she also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap. As a member of a small and dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects. We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth.

What You Will Be Doing

• Customer Issue Management:
• Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
• Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
• Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
• Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
• Provide responsive phone and chat support to address customer queries and concerns.
• Documentation and Reporting:
• Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
• Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
• Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
• Continuous Improvement.
• Proactively enhance technical knowledge and proficiency in OPSWAT products.
• Collaborate with cross-functional teams to contribute insights and feedback for product improvement.
  
  

• Excellent communication skills in English, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Familiarity with ticketing systems and customer support tools.
• Proficiency in Windows and Windows Server environments.
• Knowledge of networking principles and protocols.
  
  

• Previous experience in application support or technical customer service roles.
• Familiarity with security products and cybersecurity concepts.
• Proficiency in Linux operating systems.
• Experience with Docker/Kubernetes containerization technologies.
• Familiarity with Cloud platforms such as AWS, Azure, or Google Cloud.