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Tier 2 Technical Support Engineer

OPSWATSan Francisco, California, United States
On-site Full-time

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Experience Level

Entry Level

Qualifications

Qualifications:Extensive knowledge of Windows operating systems and Windows Server. Solid understanding of fundamental networking concepts. Experience with troubleshooting and resolving technical issues. Strong communication skills, both verbal and written. Ability to work collaboratively in a fast-paced environment. Passion for technology and customer service.

About the job

OPSWAT, a pioneering force in the realm of cybersecurity for IT, OT, and ICS critical infrastructures, provides a comprehensive platform designed to empower public and private sector organizations. Our innovative solutions play a crucial role in safeguarding complex networks, securing devices, and ensuring regulatory compliance. Over the past two decades, our relentless pursuit of cutting-edge technology has garnered the trust of more than 1,700 organizations, governments, and institutions worldwide, solidifying our commitment to protecting vital infrastructure and securing a safer future for all.

The Role: We are excited to welcome a dedicated Tier 2 Technical Support Engineer to our dynamic Customer Support team. In this pivotal position, you will be responsible for diagnosing and resolving intricate technical challenges, as well as addressing escalated issues from Tier 1 support, all while ensuring exceptional customer satisfaction through prompt and effective communication. We seek an enthusiastic, motivated individual who thrives on engaging with customers, exploring software intricacies, embracing new technologies, and taking initiative to support OPSWAT's rapid expansion.

Key Responsibilities:

  • Resolve complex technical issues and manage escalated cases from Tier 1 support through phone, ticketing system, and chat.
  • Provide advanced troubleshooting assistance for OPSWAT solutions, utilizing log analysis, system diagnostics, and network configurations.
  • Conduct remote assistance sessions with clients.
  • Reproduce customer issues in lab settings and validate solutions and bug fixes.
  • Assess issue complexity and escalate to Tier 3 support as necessary.
  • Collaborate effectively with Tier 1 and Tier 3 support teams.
  • Engage with technically adept customers, typically engineers and IT professionals.
  • Deliver timely status updates to customers, adhering to service level agreements (SLAs).
  • Ensure clear and professional communication to foster positive customer experiences and enhance customer satisfaction (CSAT).
  • Contribute to the creation and updates of knowledge base articles for customer self-service.
  • Mentor Tier 1 support staff and participate in the enhancement of support processes.
  • Engage in the delivery of professional services as required.
  • Participate in additional projects and operations as requested.

About OPSWAT

OPSWAT is a leader in cybersecurity solutions for critical infrastructure across IT, OT, and ICS sectors. Our mission is to provide the tools and technologies necessary for organizations to protect their networks, devices, and data. With over 20 years of experience, we have established a reputation for excellence and innovation, serving a diverse global clientele.

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