L3 Technical Support Engineer

Task

Collaborating with the global OPSWAT Support team to resolve technical issues promptly and effectivelyActing as a Technical Account Manager for technically skilled customersDelivering professional services for the implementation and integration of OPSWAT OESIS Framework product lineBuilding and maintaining strong customer relationships through regularly scheduled calls and managing internal customer tracking workflowsSupporting customers worldwide with a focus on US time zone customersImproving internal issue management processes to streamline resolutionsCoordinating activities among Support, R&D, Product Management, and other departments globallyDeveloping expertise in OPSWAT products to provide functional and technical insightsOffering guidance on aligning OPSWAT solutions with customer IT requirements and goalsIdentifying opportunities for improving customer environments with OPSWAT technologyContributing to special projects such as assisting the Sales team with technical demonstrations or evaluating new product releases

Expectation

Bachelor’s degree or equivalent experience, training, and certifications in Computer Science, Information Technology, or related field5+ years of experience in Technical Support, Professional Services, or similar roleStrong technical background and familiarity with IT environments including system implementation and troubleshootingProficient knowledge of Windows and Windows ServerBasic understanding of Linux and macOS with networking concepts, application patching, and OS patchingFoundational knowledge of cybersecurity and critical infrastructure protectionExcellent interpersonal and communication abilitiesStrong presentation skillsCustomer-oriented attitude with ability to handle challenging situationsAbility to think logically, analyze logs, and troubleshoot software and IT-related issuesProven capability to analyze and improve operational processesExperience leading onsite workshops and providing professional trainingHands-on utilization of Virtual Machines to test virtual clients running Windows, macOS, and Linux platforms

Other

Experience working with global teamsCybersecurity domain experience including patch management, Network-Access-Control (NAC), application control, file security, device security, network securityStrong working knowledge on Linux based infrastructure and macOS endpoint devicesExperience working with scripting languages such as bash script, PowerShell, and PythonConfiguration and management of Content Distribution Networks (CDNs)Experience providing customer support of technical, cybersecurity-related software productsExperience making vulnerabilities (CVEs) to patches or product updates for Operating Systems and Third-Party applications

What we offer

Collaborative and innovative work environmentOpportunities for professional growth and developmentCompetitive salary and benefits packageChance to work on cutting-edge technologies and make a meaningful impact

Company details:

OPSWAT is a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivering 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, OPSWAT has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying its role in protecting the world’s critical infrastructure and securing our way of life.