L1 Technical Support Engineer
Provides technical customer support by investigating, reproducing, and resolving software issues, managing tickets, assisting with product integrations, and contributing to documentation and product improvements. Requires a Computer Science bachelor's degree, strong English communication, Windows expertise, and networking knowledge.
About the job
Responsibilities
- Review and prioritize open support tickets, ensuring timely resolution.
- Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
- Investigate, research, recreate, and resolve customer-reported issues.
- Collaborate with Product Development, Finance, Legal, and other internal teams to address customer requests.
- Provide responsive phone and chat support.
- Document customer interactions, updates, and resolutions in the ticketing system.
- Maintain ticket attributes and tags for tracking and reporting.
- Create and update customer-facing knowledge base articles.
- Build technical knowledge of OPSWAT products.
- Provide feedback to cross-functional teams to support product improvement.
- Assist the Sales team with technical support.
- Help customers integrate OPSWAT products.
- Help test and assess new products and product releases.
Requirements
- Bachelor's degree in Computer Science.
- Excellent verbal and written English communication skills.
- Strong problem-solving abilities and attention to detail.
- Familiarity with ticketing systems and customer support tools.
- Proficiency with Windows and Windows Server environments.
- Knowledge of networking principles and protocols.
Nice to Have
- Experience in application support or technical customer service.
- Familiarity with security products and cybersecurity concepts.
- Proficiency with Linux operating systems.
- Familiarity with Docker and Kubernetes.
- Familiarity with AWS, Azure, or Google Cloud.
Skills
Windows, Windows Server, Linux, Networking, Ticketing Systems, Customer Support Tools, Docker, Kubernetes, AWS, Microsoft Azure, GCP, Cybersecurity
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