L2 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 Tier 2 Technical Support Engineer to join our Customer Support team. The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses. 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.

Responsibilities

• Handle complex technical issues and escalated ones from tier 1 support via phone, case system, and chat.

• Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations.

• Conduct remote sessions with customers.

• Reproduce customer issues in lab environments and validate solutions and bug fixes.

• Evaluate the complexity of issues and escalate to tier 3 support.

• Collaborate with Tier 1 and Tier 3 support well.

• Work closely with technically oriented customers (typical customers are engineers and IT personnel).

• Provide status updates to customers, adhering to SLA and commitments.

• Maintain clear and professional communication to ensure positive customer experience and CSAT

• Contribute to the KBs creation and updates for customer’s self-service.

• Mentor L1 support and contributes to support process improvement.

• Get involved in professional delivery services.

• Get involved in other side projects and operations per request.

Requirements:

• Strong knowledge of Windows and Windows Server.

• A good foundation of basic networking concepts.

• Basic knowledge of Linux, with an interest in expanding the knowledge.

• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.

• Troubleshooting SCADA communications issues

• Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack).

• Strong spoken and written English.

• Excellent communication and interpersonal skills.

• A proven customer-oriented attitude.

• Strong team collaboration abilities and organizational skills.

• At least 2-4 years of Experience in providing customer support of technical software products or a technical helpdesk environment or a related field.

Nice to have

• Bachelor’s degree in computer science (CS), or a technical discipline, or equivalent experience.

• Experience working with offshore teams.

• Familiarity with computer programing.

• Technical familiarity with Mac OS.

• Cybersecurity domain experience, including file security, device security, network security, etc.

• Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).

• Certifications/Training: Relevant SCADA or PLC OEM certifications.

• Experience in Control System Design, PLC Programming, & SCADA Development

• 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 other category protected by federal, state, or local laws.

Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.