L2 Technical Support Engineer (on-site)

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

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

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

It Would Be Nice If You Had