Senior Technical Support Engineer

OPSWAT; Bengaluru; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

OPSWAT in Bengaluru, India, seeks a mid-to-senior Joint Professional Services and Technical Support Engineer to join our Global Customer Experience team. You will coordinate with the global Support team to resolve technical queries and escalate bugs to R&D, while guiding customers through patch or upgrade processes.

In Professional Services, you will implement OPSWAT products, share best practices, provide knowledge transfer, and showcase additional OPSWAT solutions.

Qualifications

• Bachelor's degree in Computer Science, technical discipline, or equivalent experience.
• 15+ years of experience with strong technical support background; 3–4 years in professional services/delivery.
• Three to four years of professional services/delivery experience.
• Strong knowledge of Windows and Windows Server.
• Basic knowledge of Linux with willingness to expand.
• Foundational networking knowledge and willingness to expand.
• Knowledge of cybersecurity and critical infrastructure protection.
• Strong presentation skills and customer-oriented attitude.
• Ability to analyze logs, troubleshoot software/IT issues, and think logically.
• Willingness to travel as needed to accounts and company meetings.

Responsibilities

• Collaborate with the global OPSWAT Support team to resolve customer issues quickly while meeting SLAs.
• Serve as a Technical Account Manager to technically oriented customers.
• Provide professional services for implementing OPSWAT products.
• Maintain customer relationships via regular conference calls and occasional in-person meetings.
• Improve issue management processes and coordinate between Support, R&D, Product Management, and other departments.
• Gain expertise in OPSWAT products and deliver onsite professional services as requested.
• Lead and mentor teammates to improve support quality.
• Contribute to testing and assessment of new products and releases.
• Participate in other special projects and sales support activities.
• Understand customer IT requirements and advise on technology use to implement OPSWAT products.

Skills

Windows OS

Windows Server

Linux basics

Networking basics

Cybersecurity basics

Customer-facing communication

Problem solving

Travel willingness

Technical support

Professional services

Education

Bachelor's degree in Computer Science or equivalent

Tools

Docker

Kubernetes

CI/CD tools

Terraform

Ansible

Monitoring & Logging Tools

Job description

OPSWAT is now searching for a mid-to-senior level Joint Professional Services and Technical Support Engineer to join our Global Customer Experience team and help our customers in Bangalore, India. In the Technical Support capacity, the engineer will coordinate with colleagues in the global Support team to respond to customers’ technical queries and issues, with the goal of resolving them quickly and satisfactorily, including escalating bugs to the R&D team and managing the process to get the customer’s environment properly patched or upgraded. In the Professional Services capacity, the engineer will implement and integrate OPSWAT products and solutions purchased by customers, offer advice on best practices, provide knowledge transfer on administering the solution, and expose the customer to other OPSWAT solutions that might benefit them. The Joint Professional Services and Technical Support Engineer also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap. As a member of a dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping to test and assess new products and product releases, and other special projects.

What You Will Be Doing

• Collaborating with the global OPSWAT Support team to resolve customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs.
• Working in a Technical Account Manager capacity to customers who are often very technically oriented (typical customers are engineers and IT personnel).
• Providing professional services for the implementation of OPSWAT products.
• Maintaining strong customer relationships through:
• Regularly scheduled conference calls to review open issues.
• Occasional in-person meetings
• Improving issue management processes within the company.
• Coordinating activity between Support, R&D, Product Management, and other departments.
• Gaining expertise (both functional and limited technical) in OPSWAT products.
• Going onsite and delivering professional services (training, system implementation) per request.
• Getting engaged in other special project activities.
• Understanding customer IT requirements and goals
• Providing advice on the use of technology to implement OPSWAT products.

What We Need From You

• Bachelor's degree in a Computer Science, Technical discipline, or Equivalent experience.
• 15+ years of experience, with strong technical support background, including 3-4 years of professional services/delivery experience.
• Strong knowledge of Windows and Windows server.
• Basic knowledge of Linux, with an interest to expand that knowledge.
• Good foundation and willingness to expand knowledge of networking concepts.
• Basic knowledge of and willingness to expand knowledge of cybersecurity and critical infrastructure protection.
• Strong presentation skills (be able to describe things and convey ideas to others in an easy way).
• A proven customer-oriented attitude, including the ability to work with difficult and/or frustrated customers.
• A passion for solving problems and making customers happy.
• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
• Availability and willingness to travel as necessary to your assigned accounts, and to Company meetings.

It Would Be Nice If You Had

• Experience working with global teams.
• Cybersecurity domain experience, including file security, device security, network security and 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 (e.g. AWS, GCP).
• 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.
• Experience in providing customer support of technical software products.