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 (Middle-Senior level) Technical Support Engineer to join our Customer Support team. The Middle/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** - Resolving customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs. - Working closely with technically oriented customers (typical customers are engineers and IT personnel). - Maintaining strong customer relationships through: - Regularly scheduled conference calls to review open issues - Occasional in-person meetings - Timely and reassuring updates to tickets on open issues - Improving issue management processes within the company. - Coordinating activity between Support, R&D, Product Management, and other departments. - Mentoring and assisting the support team, both locally and in remote offices. - Gaining expertise (both functional and limited technical) in the OPSWAT products. - Managing and contributing to light technical one-off projects. - Going onsite and delivering professional services (training, system implementation) per request. - Getting engaged in other special project activities like OPSWAT Academy, Pen. Test per request **What We Need From You** - Bachelor's degree in computer science (CS), a technical discipline, or equivalent experience. - Resolving customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs. - Working closely with technically oriented customers (typical customers are engineers and IT personnel). - Maintaining strong customer relationships through: - Regularly scheduled conference calls to review open issues - Occasional in-person meetings - Timely and reassuring updates to tickets on open issues - Improving issue management processes within the company. - Coordinating activity between Support, R&D, Product Management, and other departments. - Mentoring and assisting the support team, both locally and in remote offices. - Gaining expertise (both functional and limited technical) in the OPSWAT products. - Managing and contributing to light technical one-off projects. - Going onsite and delivering professional services (training, system implementation) per request. - Getting engaged in other special project activities like OPSWAT Academy, Pen. Test per request **If Would Be Nice If You Had** - Experience working with offshore teams. - Familiarity with computer programing. - Technical familiarity with Mac OS. - 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. 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