Technical Support Engineer

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Technical Support Engineer

role at

OPSWAT .

OPSWAT, a global leader in IT, OT, and ICS cybersecurity, delivers an end-to-end platform that helps public and private sector organizations protect their networks, devices, and ensure compliance. Over 20 years, OPSWAT has earned the trust of more than 1,700 organizations, governments, and institutions globally.

The Position This role is at our front lines, coordinating between engineering, sales, and customers. You will support our catalog of cybersecurity products, troubleshoot issues for clients, and contribute to improving our products. You will work across our technology stack—from hardware and software applications—managing client cases as the go-to expert, while learning, teaching, and collaborating to keep operations smooth across multiple channels.

What You Will Be Doing

Provides software application & technical support to clients for our product catalog.

Consulting with the software development team, internal users, and clients to improve application performance.

Documenting new processes and improving existing processes as they come up.

Communicate with internal teams and supporting teams as necessary.

Provides SME Tier 1-2 support on OPSWAT catalog as it exists in client environments.

Provides occasional presales and professional service / technical support as needed.

Maintains case data in Salesforce and Jira.

Reports bugs and flaws to the development team as discovered / encountered.

Willing to share knowledge with the team and grow with new knowledge.

What We Need From You

3 to 5 years of experience (remote and hands-on) in overall troubleshooting of application and environment support, including complex client environments.

Understanding of networking and systems including OSI model, Purdue Model, RADIUS, Active Directory, Office 365, and authentication protocols.

Experience installing, configuring, troubleshooting, maintaining, and advising using GUI and CLI for Linux.

Ability to multitask and perform well under pressure in a fast-paced environment.

Identifies and resolves problems in a timely manner.

Strong analytical, organizational, customer service, and written / verbal communication skills across internal and customer-facing groups.

It Would Be Nice If You Had

Experience with macOS, Windows Server, virtualization (VMware, Hyper-V, Docker, etc.), databases (PostgreSQL, SQL, MySQL, etc.), email systems (Exchange, G Suite, etc.), cloud (AWS, Azure, Google Cloud, etc.), and encryption methods (SSL / TLS, BitLocker, etc.).

Experience with APIs (REST, etc.) and business or homegrown application support.

Experience with cybersecurity tools and software.

Experience imaging, configuring, troubleshooting, maintaining, and advising using GUI and CLI for firewalls, routers, switches, load balancers, servers, desktops, and SAN / NAS. OT experience is a plus.

OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment with equal employment opportunities for all employees and applicants, free of discrimination or harassment of any type. All employment decisions are based on 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 protected category.

Recruiting Agencies : we do not accept unsolicited resumes from third-party agencies for any of our open positions. To submit resumes, there must be a recruiting contract approved by our legal team.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Computer and Network Security

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