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. Trust no file. Trust no device.

The Position

The OPSWAT Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily. The Technical Support Engineer is also 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.

What You Will Be Doing

• Manage and resolve customer issues
• Review queue of open tickets and ensure each ticket is being handled appropriately and promptly
• Track customer status for each ticket (customer’s support level, other open tickets the customer has, customer satisfaction level, etc.)
• Research issues, including trying to recreate the customer issue, as required
• Escalate issues to Engineering as required
• Provide phone support and chat support as required
• Ensure that tickets have proper attributes/tags and that all customer interactions and any additional status updates (status on research, etc.) are properly documented
• Continuously improve technical knowledge of OPSWAT products
• Be aware of new releases and new release content
• Create new customer facing knowledge base articles

What We Need From You

• Fluency in English
• Ability to work independently as well as having good team skills- be a pro-active contributor to our team
• University degree
• Expert in Windows Server
• Sharp network troubleshooting skills
• Knowledge of coding languages for scripting (e.g PowerShell, Python)
• Organizational and mentoring skills
• Experience with Linux servers & Docker
• Understanding of REST API
• Experience with Active Directory

We are looking for people with a real passion for technology and strong sense of customer service.

It Would Be Nice If You Had

• Knowledge of Microsoft Exchange or other mail servers
• Basic knowledge of Certificates
• Experience with other security products

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.