# L2 Technical Support Engineer

**Company:** [OPSWAT](https://hotfix.jobs/companies/opswat)
**Location:** Timișoara, Romania
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** Windows, Windows Server, Linux, Networking, Scada, Docker, Kubernetes, GCP, CI/CD, Terraform, Ansible, Prometheus, Elk Stack, Python, PowerShell
**Posted:** 2026-08-06

> Provides advanced troubleshooting and escalation support for OPSWAT software, including log analysis, networking, SCADA communications, and customer-facing remote sessions. Requires a bachelor's degree or equivalent experience and 2–4 years supporting technical software products or helpdesk environments.

## Job Description

## Responsibilities
- Handle complex and escalated technical issues from Tier 1 support via phone, case system, and chat.
- Provide advanced troubleshooting for OPSWAT solutions using log analysis, system diagnostics, and network configurations.
- Conduct remote sessions with customers.
- Reproduce customer issues in lab environments and validate solutions and bug fixes.
- Assess issue complexity and escalate cases to Tier 3 support.
- Collaborate effectively with Tier 1 and Tier 3 support.
- Work with technically oriented customers, including engineers and IT personnel.
- Provide customer status updates while adhering to SLAs and commitments.
- Maintain clear, professional communication to support a positive customer experience and CSAT.
- Create and update knowledge-base content for customer self-service.
- Mentor L1 support and contribute to support process improvements.
- Participate in professional services delivery and other projects or operations as requested.

## Requirements
- Bachelor's degree in computer science, a technical discipline, or equivalent experience.
- Strong knowledge of Windows and Windows Server.
- Basic networking knowledge.
- Basic Linux knowledge and interest in expanding it.
- Logical thinking and ability to analyze logs and troubleshoot software and IT issues.
- Experience troubleshooting SCADA communications issues.
- Hands-on understanding of Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, and monitoring and logging tools such as Zipkin, Sentry, Prometheus, and the ELK stack.
- Strong spoken and written English.
- Excellent communication and interpersonal skills.
- Customer-oriented attitude, teamwork, and organizational skills.
- 2–4 years of experience providing customer support for technical software products, working in a technical helpdesk environment, or a related field.

## Nice-to-haves
- Experience working with offshore teams.
- Familiarity with computer programming.
- Technical familiarity with macOS.
- Cybersecurity experience, including file, device, or network security.
- Network integration experience with Cisco, Dell EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, or Extreme.
- Relevant SCADA or PLC OEM certifications or training.
- Experience in control system design, PLC programming, or SCADA development.
- Experience with cloud-based services such as AWS or GCP.
- Experience working on Linux-based infrastructure.
- Experience with Bash, PowerShell, or Python scripting.
- Experience configuring and managing MySQL or MongoDB databases.

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