OPSWAT is a global leader in IT, OT, and ICS critical infrastructure cybersecurity. They deliver an end-to-end platform that protects complex networks, secures devices, and ensures compliance. The company is seeking a Tier 1&2 Hybrid Technical Support Engineer to join their Customer Support team.
Requirements
- Handle complex technical issues and escalated ones from Japanese partners/customers 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 the global Tier 1, Tier2 and Tier 3 support team 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 all inquiries from Japanese customers/partners and contribute to support process improvement.
- Get involved in professional services delivery.
- Get involved in other side projects and operations per request.
Benefits
- OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants.
