# L2 Technical Support Engineer

**Company:** [OPSWAT](https://hotfix.jobs/companies/opswat)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** Linux, Docker, Kubernetes, Terraform, Ansible, Prometheus, Elk Stack, Scada, Networking, Log Analysis, Python, Bash, PowerShell, MySQL, MongoDB
**Posted:** 2026-04-10

> Diagnoses and resolves complex technical issues for customers using log analysis, system diagnostics, and DevOps tools. Requires 2-4 years experience, strong troubleshooting skills, and knowledge of Linux, Kubernetes, and SCADA systems.

## Job Description

## 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.
- 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 contribute to support process improvement.
- Get involved in professional delivery services.
- Get involved in other side projects and operations per request.

## Minimum Requirements
- 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 technical discipline, or equivalent experience.
- Experience working with offshore teams.
- Familiarity with computer programming.
- 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.

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**Apply:** https://hotfix.jobs/jobs/459233b4-aeeb-4912-8acf-9e961f1d1b80
**Canonical:** https://hotfix.jobs/jobs/459233b4-aeeb-4912-8acf-9e961f1d1b80