Opswat
L2 Technical Support Engineer
San Francisco, California, United States
Sponsorship not specified$110k-$120kDetected 28 days ago
BashPowerShellMySQLAWSGCPDockerKubernetesTerraformAnsibleCI/CDLinuxPrometheusDevOpsCybersecurityNetwork SecurityCustomer SupportEMI/EMCPLCCiscoCommunicationCollaborationSCADA
About the role
- 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.
Responsibilities
- 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.
- Reproduce customer issues in lab environments and validate solutions and bug fixes.
- Evaluate the complexity of issues and escalate to tier 3 support.
- Collaborate with Tier 1 and Tier 3 support well.
- Maintain clear and professional communication to ensure positive customer experience and CSAT
- Mentor L1 support and contributes to support process improvement.
- Experience in Control System Design, PLC Programming, & SCADA Development
Requirements
- Basic knowledge of Linux, with an interest in expanding the knowledge.
- Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
- At least 2-4 years of Experience in providing customer support of technical software products or a technical helpdesk environment or a related field.
Nice to have
- Bachelor's degree in computer science (CS), or technical discipline, or equivalent experience.
- Experience working with offshore teams.
- Familiarity with computer programing.
- Technical familiarity with Mac OS.
- Cybersecurity domain experience, including file security, device security, network security, etc.
- Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).
- Certifications/Training: Relevant SCADA or PLC OEM certifications.
- Experience in Cloud Based Services (e.g. AWS, GCP).
Skills
- Strong spoken and written English.
- Excellent communication and interpersonal skills.
- A proven customer-oriented attitude.
Compensation
- San Francisco Bay Area - $110,000 - $120,000.
- We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type.
- Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions.
- To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties.
- We are currently not accepting additional 3rd party agencies at this time.
Company info
- Work closely with technically oriented customers (typical customers are engineers and IT personnel).
- Provide status updates to customers, adhering to SLA and commitments.
- Conduct remote sessions with customers.
Equal opportunity
- OPSWAT is an equal opportunity employer.
This listing is sourced directly from Opswat's careers page and normalized into a canonical job model.