Tier 2 Technical Support Engineer — Cybersecurity Focus

OPSWAT, Inc.; Corny-Machéroménil; Sur place; EUR 42 000 - 60 000; Plein temps

Résumé du poste

OPSWAT, Inc. is seeking a Tier 2 Technical Support Engineer to join our Customer Support team in France. You will diagnose and resolve complex technical issues, provide advanced troubleshooting for OPSWAT solutions, and conduct remote sessions with customers to ensure high CSAT.

You will work with engineers and IT personnel, escalate to Tier 3 when needed, and help mentor L1 support while contributing to knowledge bases and service improvements.

Qualifications

• Bachelor’s degree in computer science or equivalent experience.
• Strong knowledge of Windows and Windows Server.
• Fundamental networking concepts.
• Basic Linux knowledge with a desire to expand.
• Ability to analyze logs and troubleshoot software/IT issues.
• Experience with SCADA communications issues.

Responsabilités

• Handle complex technical issues and escalated ones from Tier 1 via phone, case system, and chat.
• Provide advanced troubleshooting for OPSWAT solutions via log analysis and system diagnostics.
• Conduct remote sessions with customers.
• Reproduce customer issues in lab environments and validate fixes.
• Elevate issues to Tier 3 when needed.
• Collaborate with Tier 1 and Tier 3 support.
• Engage with technically oriented customers (engineers/IT personnel).
• Provide status updates adhering to SLA and commitments.
• Maintain clear, professional communication for CSAT.
• Contribute to knowledge base for self-service.
• Mentor L1 support and improve support processes.
• Participate in professional services delivery.
• Take part in other side projects as requested.

Connaissances

Windows/Windows Server

Networking concepts

Linux basics

DevOps tooling

Customer-facing support

English communication

Troubleshooting

Team collaboration

Formation

Bachelor’s degree in CS or related

Outils

Docker

Kubernetes (GKE)

CI/CD tools

Terraform

Ansible

Monitoring & Logging tools (Zipkin, Sentry, Prometheus, ELK)

Description du poste

OPSWAT, Inc. is seeking a Tier 2 Technical Support Engineer to join our Customer Support team in France. You will diagnose and resolve complex technical issues, provide advanced troubleshooting for OPSWAT solutions, and conduct remote sessions with customers to ensure high CSAT.

You will work with engineers and IT personnel, escalate to Tier 3 when needed, and help mentor L1 support while contributing to knowledge bases and service improvements.