Technical Support Engineer

The Position

OPSWAT is now searching for 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. 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.

We are interested in candidates based in Japan with Japanese as a primary language.

What You Will Be Doing

• 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.
• In collaboration with the existing TAM (technical account manager)in Japan, we provide support to our customers in Japan.
• 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 other side projects and operations per request.

What We Need From You

• Bachelor’s degree in computer science (CS), a technical discipline, or equivalent experience.
• Strong knowledge of Windows and Windows Server.
• 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.
• Spoken and written English skills are required.
• Good communication and interpersonal skills.
• A proven customer-oriented attitude.
• Strong team collaboration abilities and organizational skills.
• At least 4 years of Experience in providing customer support of technical software products or a technical helpdesk environment or a related field.

If Would Be Nice If You Had

• Experience working with offshore teams.
• Familiarity with computer programing.
• Technical familiarity with Mac OS.
• 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 (Azure, AWS, GCP).
• Knowledge of Sandbox and anti-malware products.
• 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.