Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Work closely with the global OPSWAT Support team to efficiently resolve technical issues while adhering to established SLAs.

• Serve as a Technical Account Manager for technically proficient customers, including engineers, technical product managers, and IT staff.

• Provide professional services for the implementation and integration of the OPSWAT OESIS Framework product line.

• Establish and nurture strong customer relationships through regular issue-review calls and internal customer tracking processes.

• Offer support to customers around the globe, with a primary focus on those in the US time zone.

• Enhance internal issue management procedures to expedite resolutions.

• Coordinate activities across Support, R&D, Product Management, and other global departments.

• Cultivate expertise in OPSWAT products and offer both functional and technical insights.

• Guide customers in aligning OPSWAT solutions with their IT requirements and objectives.

• Discover opportunities to enhance customer environments using OPSWAT technology.

• Participate in special projects, including technical demonstrations for Sales and assessing new product releases.

• Mentor team members, improve customer support processes, uphold customer satisfaction, and contribute to product development initiatives.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline; equivalent experience, training, and certifications will also be accepted.

• Over 5 years of experience in Technical Support, Professional Services, or a comparable role.

• Strong technical foundation and familiarity with IT environments, including system implementation and troubleshooting.

• Proficient understanding of Windows and Windows Server.

• Basic knowledge of Linux and macOS, especially with networking concepts, application patching, and operating system patching.

• Foundational comprehension of cybersecurity and critical infrastructure protection.

• Excellent interpersonal and communication skills.

• Strong presentation capabilities.

• Customer-focused mindset with the ability to manage challenging situations effectively.

• Ability to think critically, analyze logs, and troubleshoot software and IT-related issues.

• Skill in analyzing and enhancing operational processes.

• Practical experience with virtual machines to test virtual clients operating on Windows, macOS, and Linux platforms.

🏝️ Benefits

• A collaborative and innovative work environment.

• Opportunities for professional growth and development.

• Competitive salary and benefits package.

• The chance to work with cutting-edge technologies and make a meaningful impact.

• Bonuses, benefits, and equity eligibility in addition to base salary.