Joint Professional Services – Technical Support Engineer in Bangalore, India

The role

This engineer will resolve customer technical queries and implement OPSWAT products and solutions. The role involves coordinating with global support teams, providing professional services, and mentoring others on the support team.

What you will do

• Collaborate with the global OPSWAT Support team to resolve customer issues.
• Work in a Technical Account Manager capacity to customers.
• Provide professional services for the implementation of OPSWAT products.
• Maintain customer relationships through scheduled calls and occasional in-person meetings.
• Improve issue management processes within the company.
• Coordinate activity between Support, R&D, Product Management, and other departments.
• Gain expertise in OPSWAT products.
• Go onsite to deliver professional services like training and system implementation.
• Engage in special project activities.
• Understand customer IT requirements and goals and provide advice on technology use.

Required qualifications

• 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.
• 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.
• Proven customer-oriented attitude, including the ability to work with difficult and/or frustrated customers.
• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
• Availability and willingness to travel as necessary to assigned accounts and Company meetings.

Nice to have

• Experience working with global teams.
• Cybersecurity domain experience, including file security, device security, network security and etc.
• Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, 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.

About the company

OPSWAT is a global leader in IT, OT, and ICS critical infrastructure cybersecurity. It delivers an end-to-end platform to protect complex networks, secure devices, and ensure compliance.