Joint Professional Services – Technical Support Engineer

The Position

OPSWAT is now searching for a mid-to-senior level Joint Professional Services and Technical Support Engineer to join our Global Customer Experience team and 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 engineer will 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.  

What You Will Be Doing

• 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. 

What We Need from You 

• 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. 

It Would be Nice if You Had

• Experience working with global teams. 

• Cybersecurity domain experience, including file security, device security, network security, etc. 

• Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc.). 

• Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack). 

• Experience in Cloud Based Services (e.g. AWS, GCP). 

• Experience working on Linux based infrastructure. 

• Experience working with scripting languages such as bash script, PowerShell, and Python. 

• Configuration and management of databases such as MySQL, Mongo. 

• Experience in providing customer support of technical software products.