Support Engineering Intern

Overview

A six-month Level 1 Support Engineering internship working alongside experienced engineers on live customer cases, with a focus on investigating issues, reproducing them in lab environments, and helping customers deploy and configure OPSWAT products.

What you'll do

• Work the queue of open support tickets alongside your mentor, helping ensure timely resolution.
• Investigate and diagnose reported technical issues: gather information, reproduce the problem, and narrow down the cause.
• Search internal knowledge systems (FAQs, troubleshooting guides, past tickets, product documentation, internal wikis) to find solutions before escalating.
• Escalate complex cases to senior engineers with clear, well-documented troubleshooting notes.
• Communicate clearly and professionally with customers via email, chat, and ticketing tools.
• Help customers with installation, configuration, and integration of OPSWAT products.
• Build and maintain lab environments used to reproduce customer scenarios.
• Work with Product, Engineering, and QA teams to get to the bottom of technical challenges.
• Identify repetitive, manual steps in the daily support workflow and propose ways to automate them.
• Use AI assistants responsibly to speed up research, draft case summaries, and produce first-pass knowledge base content, always with human review before anything reaches a customer.
• Help the team evaluate AI-assisted support tooling and share what works and what doesn't.
• Contribute to prompt libraries, internal documentation, and reusable templates the wider support organization can use.
• Keep accurate records of customer interactions and resolutions in the ticketing system.
• Write and update knowledge base articles, FAQs, and troubleshooting guides.
• Complete OPSWAT product and cybersecurity training, including certifications through the OPSWAT Academy.
• Keep up with product updates, new features, and security industry developments.

What you'll need

• Currently studying toward a degree in Computer Science, Information Technology, Cybersecurity, or a related field, or a recent graduate.
• Available for the full 6 months, at least 30 hours per week.
• Comfortable with Windows and Linux: you can navigate a filesystem, read a log, install software, and use a terminal without hesitation.
• Basic understanding of networking: TCP/IP, DNS, ports, firewalls.
• Strong analytical instincts: you like breaking a problem apart rather than guessing at it.
• Excellent written and spoken English.
• Genuine curiosity about AI and automation, and ideally, something you have already built or automated, even if small.
• A collaborative attitude and the confidence to ask questions early.

Nice to have

• Hands-on experience with AI tools such as ChatGPT, Claude, GitHub Copilot, or similar, applied to real tasks rather than just tried out.
• Scripting or automation experience in Python, Bash, or PowerShell.
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, Salesforce Service Cloud).
• Basic understanding of cloud platforms (AWS, Azure, Google Cloud).
• Interest in cybersecurity concepts: malware analysis, threat detection, secure file transfer, or OT/ICS environments.
• Personal projects, hackathons, CTFs, or open-source contributions.

Details

• Location: Bengaluru, Karnataka, India.
• Duration: six months.
• Minimum commitment: at least 30 hours per week.