Technical Customer Support Engineer

The Position

OPSWAT is searching for a Technical Customer Support Engineer to join our Global Customer Experience team in Hungary. The engineer will primarily focus on support for products that are built and managed from OPSWAT’s Hungarian Strategic Business Unit, will work closely with the Product and R&D teams of those products, and is expected to become a subject matter expert in these products.  The engineer will respond to customers’ technical queries and issues with the goal of resolving them quickly and satisfactorily, including advising customers on optimization of their OPSWAT product configurations, deployments, and documented integrations, escalating bugs to the R&D team for quick resolution, escalating and managing enhancement requests with the Product team, and coordinating the process to get the customer’s environment properly patched or upgraded. As a member of a dynamic company, he or she will also get involved in other activities, such as technical assistance to the Sales team, advising the Academy team, helping to test and assess new products and product releases, and other special projects. 

What You Will be Doing

• Working closely with technically oriented customers (typical customers are engineers and IT personnel) on optimizing their OPSWAT Email Security and MFT solutions, resolving issues, and influencing the product road maps 
• Maintaining strong customer relationships through:
  • Regularly scheduled conference calls to review open issues.
  • Occasional in-person meetings.
  • Providing timely updates to support tickets.
  • Coordinating activity between Product Management, R&D, Support, and other departments.
  • Maintaining subject matter expertise in OPSWAT products
  • Managing and contributing to light technical one-off projects.
• Occasionally delivering professional services such as product implementation and training
• Understanding customer use-case and IT requirements and goals
• Providing advice on the use of technology to implement OPSWAT Email Security and MFT products.
• Helping with project activities such as OPSWAT Academy, pen-testing, etc. 

What We Need from You

• Bachelor’s or Master’s degree in Computer Science.
• Strong verbal and written English communication skills.
• Experience in technical customer support.
• A customer-oriented attitude, including the ability to work with difficult and/or frustrated customers.
• Ability to think logically, analyse logs and troubleshoot software and IT related issues.
• Strong knowledge of Windows and Windows server.
• A good foundation of basic networking concepts.
• Basic knowledge of Linux.

It Would be Nice if You Had

• Experience in cybersecurity and critical infrastructure protection.
• Experience in Email products or in MFT solutions, specifically on cyber-securing these solutions.
• Familiarity with computer programming and scripting
• Experience in Cloud Based Services (e.g. AWS, GCP).
• Experience with network integration (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).
• Experience with configuration and management of databases such as Postgresql, MySQL, Mongo.
• Experience working with global teams.
• Experience working with large enterprise customers.

Why You'll Love Working Here

• Stable, growing international company background with an exceptional customer group
• The newest technology environment
• Extra benefits – supported sport activities (kettlebell training and football), massage, language courses, equipped kitchen etc
• Attractive working environment – nice office full of accessories (fruits every day, coffee, breakfast, tea etc.)
• Regular team events and Happy Hour activities