Tier 2 Technical Support Engineer - Complex Troubleshooting

OPSWAT; Coahuila; Presencial; MXN 350.000 - 480.000; Jornada completa

Descripción de la vacante

OPSWAT is seeking a Tier 2 Technical Support Engineer to join our Customer Support team. The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses.

We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth.

Formación

• Bachelor's degree in CS or technical discipline.
• Strong knowledge of Windows and Windows Server.
• Good foundation of basic networking concepts.
• Basic knowledge of Linux with willingness to expand.
• Ability to analyze logs and troubleshoot software issues.
• Experience with troubleshooting SCADA or related systems is a plus.

Responsabilidades

• Handle complex technical issues and escalated ones from tier 1 support via phone, case system, and chat.
• Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations.
• Conduct remote sessions with customers.
• Reproduce customer issues in lab environments and validate solutions and bug fixes.
• Evaluate the complexity of issues and elevate to tier 3 support.
• Collaborate with Tier 1 and Tier 3 support well.
• Work closely with technically oriented customers (engineers and IT personnel).
• Provide status updates to customers, adhering to SLA and commitments.
• Maintain clear and professional communication to ensure positive customer experience and CSAT.
• Contribute to the KBs creation and updates for customer’s self-service.
• Mentor L1 support and contribute to support process improvement.
• Get involved in professional services delivery and other side projects.

Conocimientos

Windows OS

Networking basics

Linux basics

Docker

Kubernetes

GCP

English communication

Educación

Bachelor's degree in Computer Science

Herramientas

Docker

Kubernetes

CI/CD

Terraform

Ansible

ZIPkin

Sentry

Prometheus

ELK Stack

Descripción del empleo

OPSWAT is seeking a Tier 2 Technical Support Engineer to join our Customer Support team. The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses.

We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth.