L2 Technical Support Engineer

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 globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life. The Position OPSWAT is seeking a Senior Technical Support Engineer to join our Global Customer Experience team in Tampa or San Francisco. The position will be onsite from our Tampa or San Francisco office and does not offer remote or hybrid work. This individual will play a critical role in supporting and guiding customers across the region. In the Technical Support capacity, the engineer will collaborate with the global Support team to address and resolve customer technical queries and issues efficiently, ensuring customer satisfaction. This includes escalating bugs to the R&D team and coordinating patches or upgrades to stabilize the customer’s environment. In the Professional Services capacity, the engineer will implement and integrate OPSWAT solutions, provide advice on best practices, deliver knowledge transfer sessions, and highlight additional OPSWAT products that could benefit the customer. This position also requires travel to customer sites within the region for onsite meetings and solution implementations. The ideal candidate will work to mentor other team members, enhance customer support processes, maintain high customer satisfaction levels, and contribute to product development initiatives. Additionally, they will support the Sales team, evaluate new product releases, and participate in special projects as part of this dynamic role. What You Will Be Doing Collaborating with the global OPSWAT Support team to resolve technical issues promptly and effectively, ensuring compliance with published SLAs. Acting as a Technical Account Manager for technically skilled customers, such as engineers and IT personnel. Delivering professional services for the implementation and integration of OPSWAT products and solutions. Traveling to customer sites in the region to conduct onsite meetings, trainings, and system implementations. Building and maintaining strong customer relationships through: Regularly scheduled calls to review open issues. Occasional in-person meetings. Improving internal issue management processes to streamline resolutions. Coordinating activities among Support, R&D, Product Management, and other departments. Developing expertise in OPSWAT products to provide both functional and technical insights. Offering guidance on aligning OPSWAT solutions with customer IT requirements and goals. Identifying opportunities for improving customer environments with OPSWAT technology. Contributing to special projects, such as assisting the Sales team with technical demonstrations or evaluating new product releases. This role is ideal for a self-driven professional passionate about technical problem-solving, customer satisfaction, and helping organizations optimize their IT environments with OPSWAT’s solutions. What We Need from You Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience will also be considered. 5+ years of experience in Technical Support, Professional Services, or a similar role, including at least 2 years in a leadership capacity. Strong technical background and familiarity with IT environments, including system implementation and troubleshooting. Proficient knowledge of Windows and Windows Server. Basic understanding of Linux and networking concepts, with a willingness to expand knowledge in these areas. Foundational knowledge of cybersecurity and critical infrastructure protection, with an eagerness to learn more. Excellent interpersonal and communication abilities, with a proven track record of building relationships with customers and internal teams. Strong presentation skills, capable of conveying ideas clearly and effectively to diverse audiences. Demonstrated customer-oriented attitude, with the ability to handle challenging situations and ensure customer satisfaction. Ability to think logically, analyze logs, and troubleshoot software and IT-related issues. Proven capability to analyze and improve operational processes. Experience leading onsite workshops and providing professional training is a plus. Passion for solving problems and delivering customer satisfaction. Availability and willingness to travel as required for customer support and company meetings. It Would Be Nice If You Had Experience working with global teams. 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.). 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. What We Offer A collaborative and innovative work environment. Opportunities for professional growth and development. Competitive salary and benefits package. The chance to work on cutting-edge technologies and make a meaningful impact. Join OPSWAT and lead the way in delivering world-class customer experiences and operational excellence. Apply today to be part of a team that is shaping the future of cybersecurity solutions. OPSWAT is an equal opportunity employer. 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. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws. #J-18808-Ljbffr OPSWAT