Technical Support Engineer
Provides technical support, product implementation, integrations, and customer guidance for OPSWAT solutions in the UK. The role requires strong Windows expertise, troubleshooting and communication skills, customer orientation, and willingness to travel.
About the job
Responsibilities
- Collaborate with the global support team to resolve customer technical issues within published SLAs.
- Act as a Technical Account Manager for technically oriented customers.
- Implement and integrate OPSWAT products and solutions.
- Provide best-practice guidance, training, system implementation, and knowledge transfer.
- Maintain customer relationships through issue reviews and occasional in-person meetings.
- Improve issue-management processes and coordinate Support, R&D, Product Management, and other departments.
- Escalate bugs and manage customer patching or upgrade processes.
- Mentor and lead support-team members, improve customer satisfaction, and influence the product roadmap.
- Assist Sales with technical support, test new products and releases, and contribute to special projects.
- Analyze logs and troubleshoot software and IT-related issues.
- Travel to assigned accounts and company meetings as needed.
Requirements
- Bachelor's degree in Computer Science, a technical discipline, or equivalent experience.
- Strong knowledge of Windows and Windows Server.
- Basic knowledge of Linux and willingness to expand it.
- Foundational knowledge of networking concepts.
- Basic knowledge of cybersecurity and critical infrastructure protection.
- Strong presentation and communication skills.
- Customer-oriented approach and ability to work with difficult or frustrated customers.
- Logical thinking, analytical, and troubleshooting skills.
Nice to have
- Experience working with global teams.
- Cybersecurity experience, including file, device, or network security.
- Network integration experience with platforms such as Cisco, Dell EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, or Extreme.
- Experience with Docker, Kubernetes, GCP GKE, CI/CD tools, Terraform, Ansible, Zipkin, Sentry, Prometheus, or ELK Stack.
- Experience with cloud services such as AWS or Google Cloud.
- Linux infrastructure experience.
- Scripting experience with Bash, PowerShell, or Python.
- Database configuration and management experience with MySQL or MongoDB.
- Technical software-product customer support experience.
Compensation
- £60,000–£85,000 gross annual base salary, excluding equity and bonus.
Skills
Windows Server, Linux, Networking, Cybersecurity, Docker, Kubernetes, Terraform, Ansible, AWS, GCP, Python, PowerShell, MySQL, MongoDB, CI/CD
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