Senior Joint Professional Services – Technical Support Engineer

OPSWAT; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Joint Professional Services and Technical Support Engineer to join their Global Customer Experience team. This role focuses on supporting customers in the UK by resolving technical queries and implementing innovative cybersecurity solutions. You will collaborate with global teams, mentor fellow engineers, and enhance customer satisfaction through effective communication and technical expertise. If you have a passion for cybersecurity and a knack for problem-solving, this opportunity offers a chance to make a significant impact in protecting critical infrastructure.

Qualifications

• 3+ years in B2B software support or high-tech support roles.
• Strong troubleshooting skills with logs and configuration files.

Responsibilities

• Collaborate with global support team to resolve customer issues.
• Act as Technical Account Manager for proficient customers.
• Deliver onsite training and system implementation as needed.

Skills

Troubleshooting skills

Customer-oriented attitude

Networking concepts

Windows and Windows Server

Basic knowledge of Linux

Cybersecurity knowledge

Education

Bachelor’s degree in computer science

Tools

Docker

Kubernetes

CI/CD

Terraform

Ansible

AWS

GCP

MySQL

MongoDB

Bash

PowerShell

Python

Job description

Transparency in Cybersecurity: OPSWAT’s Approach to File Security & Threat Detection

Senior Joint Professional Services – Technical Support Engineer

Protecting the World’s Critical Infrastructure

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 worldwide, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.

The Position

OPSWAT is seeking a Senior Joint Professional Services and Technical Support Engineer to join our Global Customer Experience team, supporting customers in the UK. This role involves coordinating with the global Support team to respond to technical queries, resolving issues efficiently, escalating bugs to R&D, and managing patches or upgrades. The engineer will also implement OPSWAT products, advise on best practices, transfer knowledge on administration, and promote other OPSWAT solutions. Additionally, the role includes mentoring team members, improving support processes, maintaining customer satisfaction, influencing the product roadmap, and engaging in activities like technical assistance to Sales, testing new products, and participating in special projects.

What You Will Be Doing

1. Collaborate with the global OPSWAT Support team to resolve customer issues promptly, meeting SLAs.
2. Act as a Technical Account Manager for technically proficient customers, including engineers and IT personnel.
3. Implement OPSWAT products through professional services.
4. Maintain strong customer relationships via scheduled calls, occasional in-person meetings, and process improvements.
5. Coordinate activities across Support, R&D, and Product Management departments.
6. Gain functional and technical expertise in OPSWAT products.
7. Deliver onsite training and system implementation as needed.
8. Engage in special projects and understand customer IT goals.
9. Advise on technology use to implement OPSWAT solutions.

What We Need from You

• Bachelor’s degree in computer science or equivalent experience.
• Security clearance (SC or DV preferred), with willingness to maintain at least SC level.
• At least 3 years’ experience in B2B software support or high-tech support roles.
• Strong troubleshooting skills using logs, configuration files, and OS tools.
• Experience deploying complex software solutions in large organizations.
• Customer-oriented attitude, capable of handling difficult customers.
• Solid knowledge of Windows and Windows Server.
• Basic knowledge of Linux and interest in cybersecurity and infrastructure.
• Understanding of networking concepts and troubleshooting skills.
• Willingness to travel for customer visits and meetings.

Preferred Qualifications

• Experience with global teams.
• Cybersecurity domain expertise, including file, device, and network security.
• Hands-on experience with DevOps tools (Docker, Kubernetes, CI/CD, Terraform, Ansible), cloud services (AWS, GCP), scripting (bash, PowerShell, Python), and database management (MySQL, Mongo).
• Support experience for technical software products.

OPSWAT is an equal opportunity employer committed to diversity. All employment decisions are based on qualifications, job requirements, and business needs, without discrimination based on race, gender, age, religion, or other protected categories.

Recruiting Agencies: we do not accept unsolicited resumes without a legal-approved contract. Resumes must be submitted through authorized channels.