Junior Technical Support Engineer

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 Technical Support Engineer to join our Customer Support team. The 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.

What We Need From You

• Bachelor's degree in Computer Science.
• 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.

It Would Be Nice If You Had

• 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.

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.