Technical Support Engineer, Opswat

• This role is ideal for a self-driven professional passionate about technical problem-solving, customer satisfaction, and helping organizations optimize their IT environments with OPSWAT’s solutions
• Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience will also be considered
• 5+ years of experience in Technical Support, Professional Services, or a similar role, including at least 2 years in a leadership capacity
• Strong technical background and familiarity with IT environments, including system implementation and troubleshooting
• Proficient knowledge of Windows and Windows Server
• Basic understanding of Linux and networking concepts, with a willingness to expand knowledge in these areas
• Foundational knowledge of cybersecurity and critical infrastructure protection, with an eagerness to learn more
• Excellent interpersonal and communication abilities, with a proven track record of building relationships with customers and internal teams
• Strong presentation skills, capable of conveying ideas clearly and effectively to diverse audiences
• Demonstrated customer-oriented attitude, with the ability to handle challenging situations and ensure customer satisfaction
• Ability to think logically, analyze logs, and troubleshoot software and IT-related issues
• Proven capability to analyze and improve operational processes
• Experience leading onsite workshops and providing professional training is a plus
• Passion for solving problems and delivering customer satisfaction
• Availability and willingness to travel as required for customer support and company meetings

Desirable

• OPSWAT is seeking a Technical Support Engineer to join our Global Customer Experience team in Tampa or San Francisco
• This individual will play a critical role in supporting and guiding customers across the region. In the Technical Support capacity, the engineer will collaborate with the global Support team to address and resolve customer technical queries and issues efficiently, ensuring customer satisfaction
• This includes escalating bugs to the R&D team and coordinating patches or upgrades to stabilize the customer’s environment
• N the Professional Services capacity, the engineer will implement and integrate OPSWAT solutions, provide advice on best practices, deliver knowledge transfer sessions, and highlight additional OPSWAT products that could benefit the customer
• This position also requires travel to customer sites within the region for onsite meetings and solution implementations
• The ideal candidate will work to mentor other team members, enhance customer support processes, maintain high customer satisfaction levels, and contribute to product development initiatives
• Additionally, they will support the Sales team, evaluate new product releases, and participate in special projects as part of this dynamic role
• Collaborating with the global OPSWAT Support team to resolve technical issues promptly and effectively, ensuring compliance with published SLAs
• Acting as a Technical Account Manager for technically skilled customers, such as engineers and IT personnel
• Delivering professional services for the implementation and integration of OPSWAT products and solutions
• Traveling to customer sites in the region to conduct onsite meetings, trainings, and system implementations
• Building and maintaining strong customer relationships through:
• Regularly scheduled calls to review open issues
• Occasional in-person meetings
• Improving internal issue management processes to streamline resolutions
• Coordinating activities among Support, R&D, Product Management, and other departments
• Developing expertise in OPSWAT products to provide both functional and technical insights
• Offering guidance on aligning OPSWAT solutions with customer IT requirements and goals
• Identifying opportunities for improving customer environments with OPSWAT technology
• Contributing to special projects, such as assisting the Sales team with technical demonstrations or evaluating new product releases