L3 Technical Support Engineer

Overview

Provide technical support and professional services for OPSWAT OESIS Framework customers. Resolve technical issues, guide implementations, and coordinate with global teams to improve customer environments.

What you'll do

• Resolve customer technical issues in accordance with published SLAs.
• Act as a technical account manager for technically skilled customers.
• Implement and integrate OPSWAT OESIS Framework products.
• Review open issues with customers through scheduled calls.
• Coordinate support, R&D, product management, and other departments.
• Support technical demonstrations and evaluate new product releases.
• Improve internal issue-management processes and customer environments.

What you'll need

• 5+ years of experience in technical support, professional services, or a similar role.
• Bachelor's degree, preferably in computer science, information technology, or a related field.
• Strong technical background in IT environments, system implementation, and troubleshooting.
• Proficiency with Windows and Windows Server.
• Basic understanding of Linux, macOS, networking, and operating system or application patching.
• Knowledge of cybersecurity and critical infrastructure protection.
• Ability to analyze logs and troubleshoot software and IT-related issues.

Nice to have

• Experience leading onsite workshops and providing professional training.
• Experience with global teams and cybersecurity domains such as NAC, application control, and file security.
• Experience with Bash, PowerShell, Python, CDNs, and technical cybersecurity software support.

Details

• Work mode: Remote.
• Primary customer focus: US time zone customers.