L3 Technical Support Engineer

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.

The Position

OPSWAT is seeking a Technical Support Engineer to join our OESIS Framework team.

This individual will play a critical role in supporting and guiding customers across the assigned regions. As a Technical Support Engineer you will collaborate with the global Support team to address and resolve customer technical queries and issues efficiently to ensure customer satisfaction. This includes working directly with customer engineers and technical staff. If necessary, escalating bugs to the R&D team and coordinating patches or upgrades to stabilize the customer’s environment. In the Professional Services capacity, the engineer will help customers implement and integrate OPSWAT solutions, provide advice on best practices, deliver knowledge transfer sessions, and highlight additional OPSWAT products that could benefit the customer.

The ideal candidate will work to mentor other team members, enhance customer support processes, maintain high customer satisfaction levels, and contribute to product development initiatives. Additionally, they will support the Sales team, evaluate new product releases, and participate in special projects as part of this dynamic role.

Why Join Us?

At OPSWAT, we believe in empowering our people to do their best work. We encourage you to watch the video of our companies more than 20 years’ experience of securing critical infrastructure. You’ll be part of a mission-driven OESIS Framework team that delights customers by valuing innovation, collaboration, and continuous development. Together, we’re building SDK technology that makes a difference.

What You Will Be Doing

• Collaborating with the global OPSWAT Support team to resolve technical issues promptly and effectively, ensuring compliance with published SLAs.

• Acting as a Technical Account Manager for technically skilled customers, primarily engineers, technical product managers, and IT personnel.

• Delivering professional services for the implementation and integration of OPSWAT OESIS Framework product line.

Building and maintaining strong customer relationships through:

• Regularly scheduled calls to review open issues with customers

• Managing internal customer tracking workflows

• Support customers world-wide, but focusing primarily on US time zone customers

• Improving internal issue management processes to streamline resolutions.

• Coordinating activities among Support, R&D, Product Management, and other departments across the world (Romania, Hungary, Vietnam, US, Canada, etc.).

• Developing expertise in OPSWAT products to provide both functional and technical insights.

• Offering guidance on aligning OPSWAT solutions with customer IT requirements and goals.

• Identifying opportunities for improving customer environments with OPSWAT technology.

• Contributing to special projects, such as assisting the Sales team with technical demonstrations or evaluating new product releases.

This role is ideal for a self-driven professional passionate about technical problem-solving, customer satisfaction, and helping organizations...