Technical Support Engineer, Opswat

• Bachelor’s degree in computer science, or equivalent experience
• Security clearance is mandatory; successful candidate will ideally be SC or DV security cleared currently and willing to continue at SC level as a minimum upon joining
• A minimum of 3 years’ experience in B2B experience software or high-tech support or service
• A passion for troubleshooting complex technical issues and solving problems, with experience in utilizing common technical tools such as log files, configuration files, and operating system tools
• Experience implementing complex software products and technical solutions at large organizations
• A proven customer-oriented attitude and ability to work with difficult and/or frustrated customers
• Strong knowledge of Windows and Windows Server
• Knowledge of Linux, with an interest in expanding that knowledge
• Knowledge of and willingness to expand knowledge of cybersecurity and critical infrastructure protection
• Strong foundation and willingness to expand knowledge of networking concepts
• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues
• Availability and willingness to travel as necessary to customers, company meetings, etc

Desirable

• OPSWAT is now searching for a mid-to-senior levelJoint Professional Services and Technical Support Engineerto join our Global Customer Experienceteamand help our customers in the UK
• In the Technical Support capacity, the engineer will coordinate with colleagues in the global Support team to respond to customers’ technical queries and issues, with the goal of resolving them quickly and satisfactorily, including escalating bugs to the R&D team and managing the process to get the customer’s environment properly patched or upgraded
• In the Professional Services capacity, the engineerwill implement and integrate OPSWAT products and solutions purchased by customers, offer advice on best practices, provide knowledge transfer on administering the solution, and expose the customer to other OPSWAT solutions that might benefit them
• The Joint Professional Services and Technical Support Engineer also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap
• As a member of a dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping to test and assess new products and product releases, and other special projects
• Collaborating with the global OPSWAT Support team to resolve customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs
• Working in a Technical Account Manager capacity to customers who are often very technically oriented (typical customers are engineers and IT personnel)
• Providing professional services for the implementation of OPSWAT products
• Maintaining strong customer relationships through:
• Regularly scheduled conference calls to review open issues
• Occasional in-person meetings
• Improving issue management processes within the company
• Coordinating activity between Support, R&D, Product Management, and other departments
• Gaining expertise (both functional and limited technical) in OPSWAT products
• Going onsite and delivering professional services (training, system implementation) per request
• Getting engaged in other special project activities
• Understanding customer IT requirements and goals
• Providing advice on the use of technology to implement OPSWAT products