Technical Support Engineer, OPSWAT
$90-130k
+ Eligible for bonuses & Equity
Onsite Monday - Friday
5 days a week in office
Cyber protection for critical infrastructure
Open for applications
Cyber protection for critical infrastructure
1001+ employees
Open for applications
$90-130k
+ Eligible for bonuses & Equity
Onsite Monday - Friday
5 days a week in office
1001+ employees
Company mission
To protect the world's critical infrastructure.
Role
Who you are
- We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth
- 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
- Bachelor’s degree in computer science (CS), or technical discipline, or equivalent experience
- Familiarity with computer programing
- Cybersecurity domain experience, including file security, device security, network security, etc
- Certifications/Training: Relevant SCADA or PLC OEM certifications
- Experience in Cloud Based Services (e.g. AWS, GCP)
- Experience working with scripting languages such as bash script, PowerShell, and Python
Desirable
- Experience working with offshore teams
- Technical familiarity with Mac OS
- Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc)
- Experience in Control System Design, PLC Programming, & SCADA Development
- Experience working on Linux based infrastructure
- Configuration and management of databases such as MySQL, Mongo
What the job involves
- OPSWAT is now searching for Tier 2 Technical Support Engineer to join our Customer Support team
- The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses
- 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 well
- 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 contributes to support process improvement
- Get involved in professional delivery services
- Get involved in other side projects and operations per request
Our take
Cyberattacks are becoming more sophisticated. For example, zero-day cyberattacks leverage vulnerabilities that are unknown even to the users and creators of a system. Tens of billions of dollars are being invested in protection, but OPSWAT delivers security solutions that nip the need for extra cyber defence in the bud.
The company's products focus on threat prevention, enacting a zero-trust mentality to ensure that technology systems are watertight from threats. For example, OPSWAT's MetaDefender platform incorporates advanced malware threat protection to detect vulnerable files and emails, as well as software, before it is even installed.
It’s this philosophy of “Trust No File, Trust No Device” that makes OPSWAT such a robust partner for the likes of AMEX and the United States Department of Justice. In addition to cyber protection products, the company also helps train future cyber defenders through its academy, which has trained 70,000 professionals so far.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Mar 2021
$125m
GROWTH EQUITY VC
Total funding: $125m
Company benefits
- Competitive compensations
- Excellent insurance programs
- Stock options
- Multifaceted reward program
- Quarterly & annually reviews
- Personalizing appreciation
- Flexible-work arrangements
- Company / Team outings
- Generous PTO policies
- Green, clean office space
- Workout exercise & sports
Company HQ
Westshore, Tampa, FL
Leadership
Benny Czarny
(Founder & CEO)Prior to founding OPSWAT in 2004, Benny was an Engineering Manager at BindView for 3 years.
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