Technical Support Engineer
About this role
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.
The Position
OPSWAT is now searching for a mid-to-senior level Joint Professional Services and Technical Support Engineer to join our Global Customer Experience team and help our customers in the UK. In the Technical Support capacity, the engineer will coordinate with colleagues in the global Support team to respond to customers’ technical queries and issues, with the goal of resolving them quickly and satisfactorily, including escalating bugs to the R&D team and managing the process to get the customer’s environment properly patched or upgraded. In the Professional Services capacity, the engineer will implement and integrate OPSWAT products and solutions purchased by customers, offer advice on best practices, provide knowledge transfer on administering the solution, and expose the customer to other OPSWAT solutions that might benefit them. The Joint Professional Services and Technical Support Engineer 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 dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping to test and assess new products and product releases, and other special projects.
What You Will Be Doing
- Collaborating with the global OPSWAT Support team to resolve customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs.
- Working in a Technical Account Manager capacity to customers who are often very technically oriented (typical customers are engineers and IT personnel).
- Providing professional services for the implementation of OPSWAT products.
- Maintaining strong customer relationships through:
- Regularly scheduled conference calls to review open issues.
- Occasional in-person meetings
- Improving issue management processes within the company.
- Coordinating activity between Support, R&D, Product Management, and other departments.
- Gaining expertise (both functional and limited technical) in OPSWAT products.
- Going onsite and delivering professional services (training, system implementation) per request.
- Getting engaged in other special project activities.
- Understanding customer IT requirements and goals
- Providing advice on the use of technology to implement OPSWAT products.
What We Need From You
- Bachelor's degree in a Computer Science, Technical discipline, or Equivalent experience.
- Strong knowledge of Windows and Windows server.
- Basic knowledge of Linux, with an interest to expand that knowledge.
- Good foundation and willingness to expand knowledge of networking concepts.
- Basic knowledge of and willingness to expand knowledge of cybersecurity and critical infrastructure protection.
- Strong presentation skills (be able to describe things and convey ideas to others in an easy way).
- A proven customer-oriented attitude, including the ability to work with difficult and/or frustrated customers.
- A passion for solving problems and making customers happy.
- Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
- Availability and willingness to travel as necessary to your assigned accounts, and to Company meetings.
It Would Be Nice If You Had
- Experience working with global teams.
- Cybersecurity domain experience, including file security, device security, network security and etc.
- Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc.).
- Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack).
- Experience in Cloud Based Services (e.g. AWS, GCP).
- Experience working on Linux based infrastructure.
- Experience working with scripting languages such as bash script, PowerShell, and Python.
- Configuration and management of databases such as MySQL, Mongo.
- Experience in providing customer support of technical software products.
This range reflects gross annual base salary only (depending on location and experience) and does not include equity or bonus.
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.
Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.
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