Joint Professional Services – Technical Support Engineer
Provides technical support, customer-facing account management, and professional services for OPSWAT product implementations in Bangalore. The role requires strong Windows expertise, troubleshooting and communication skills, cybersecurity and networking foundations, and a bachelor's degree or equivalent experience.
About the job
Responsibilities
- Collaborate with the global OPSWAT Support team to resolve customer issues rapidly and comprehensively while meeting published SLAs.
- Act as a Technical Account Manager for technically oriented customers, including engineers and IT personnel.
- Provide professional services for implementing and integrating OPSWAT products.
- Maintain strong customer relationships through scheduled calls to review open issues and occasional in-person meetings.
- Improve issue-management processes within the company.
- Coordinate activities between Support, R&D, Product Management, and other departments.
- Build functional and limited technical expertise in OPSWAT products.
- Deliver onsite training and system implementation services as requested.
- Understand customer IT requirements and goals, and advise on technology used to implement OPSWAT products.
- Participate in technical assistance for Sales, product testing and assessment, and other special projects.
- Mentor and lead support-team members, improve customer-support processes, maintain customer satisfaction, and influence the product roadmap.
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.
- A 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 attitude and ability to work with difficult or frustrated customers.
- Passion for problem solving and customer satisfaction.
- Ability to analyze logs and troubleshoot software and IT-related issues.
- Willingness to travel as necessary for assigned accounts and company meetings.
Nice-to-Haves
- Experience working with global teams.
- Cybersecurity experience, including file, device, and network security.
- Network integration experience with platforms such as Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, and Extreme.
- Experience with Docker, Kubernetes, GCP GKE, CI/CD tools, Terraform, Ansible, Zipkin, Sentry, Prometheus, and the ELK stack.
- Experience with cloud services such as AWS and Google Cloud.
- Experience with Linux-based infrastructure.
- Scripting experience with Bash, PowerShell, and Python.
- Database configuration and management with MySQL and MongoDB.
- Experience providing customer support for technical software products.
Skills
Windows Server, Linux, Networking, Cybersecurity, Docker, Kubernetes, Terraform, Ansible, AWS, GCP, Bash, PowerShell, Python, MySQL, MongoDB
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