Joint Professional Services - Technical Support Engineer

Responsibilities

• Collaborate with the global Support team to resolve customer technical issues rapidly and within published SLAs.
• Act as a Technical Account Manager for technically oriented customers.
• Implement and integrate OPSWAT products and solutions.
• Provide training, knowledge transfer, implementation guidance, and best-practice advice.
• Maintain customer relationships through issue reviews, conference calls, and occasional in-person meetings.
• Analyze logs and troubleshoot software and IT issues; escalate bugs to R&D and coordinate patches or upgrades.
• Coordinate activities across Support, R&D, Product Management, Sales, and other departments.
• Improve issue-management and customer-support processes.
• Mentor and lead support-team members and contribute to product roadmap feedback.
• Provide technical assistance to Sales, test new products and releases, and participate in special projects.
• Travel onsite to customer locations 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 that knowledge.
• Foundation in networking concepts and willingness to develop further expertise.
• 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 and troubleshooting skills.
• Current Negative Vetting Level 1 (NV1) security clearance or higher.
• Availability and willingness to travel as necessary.

Nice-to-haves

• Experience working with global teams.
• Cybersecurity experience in file, device, or network security.
• Network integration experience with Cisco, Dell EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, or Extreme.
• Experience with Docker, Kubernetes, GCP GKE, CI/CD tools, Terraform, Ansible, and monitoring or logging tools.
• Experience with AWS or Google Cloud.
• Linux infrastructure experience.
• Scripting experience with Bash, PowerShell, or Python.
• Database configuration and management experience with MySQL or MongoDB.
• Experience supporting technical software products.