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L2 Technical Support Engineer

18 hours, 19 minutes ago
Romania
Full-time
Junior
Technical Support Engineer
Cybersecurity
Ansible AWS Bash CI/CD Cisco Cybersecurity Docker ELK Stack GCP Juniper Kubernetes Linux MongoDB MySQL PowerShell Prometheus Python Terraform Windows Server Zipkin
Apply Now
OPSWAT

OPSWAT

OPSWAT: Leading provider of cybersecurity solutions for critical infrastructure, eliminating malware and zero-day attacks to ensure secure data flow and device protection.

Internet Software & Services
251-1K
Founded 2002
$125M raised
View All Jobs 7

Description

  • Handle complex technical issues and escalated cases from Tier 1 support via phone, case system, and chat.
  • Provide advanced troubleshooting for OPSWAT solutions using log analysis, system diagnostics, and network configurations.
  • Conduct remote sessions with customers to investigate and resolve issues.
  • Reproduce customer issues in lab environments and validate solutions and bug fixes.
  • Assess issue severity and escalate unresolved cases to Tier 3 support.
  • Collaborate closely with Tier 1 and Tier 3 support teams.
  • Communicate status updates to customers while meeting SLA commitments.
  • Maintain clear, professional communication to support customer satisfaction and CSAT.
  • Contribute to knowledge base creation and updates for self-service.
  • Mentor Tier 1 support and help improve support processes.
  • Participate in professional services delivery and other assigned projects or operations.

Requirements

  • Bachelor’s degree in computer science, a technical discipline, or equivalent experience.
  • 2-4 years of experience supporting technical software products, a technical helpdesk, or a related field.
  • Strong knowledge of Windows and Windows Server.
  • Basic networking knowledge.
  • Basic Linux knowledge and interest in expanding it.
  • Ability to think logically, analyze logs, and troubleshoot software and IT issues.
  • Experience troubleshooting SCADA communications issues.
  • Hands-on understanding of DevOps tools including Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, and monitoring/logging tools such as Zipkin, Sentry, Prometheus, and ELK stack.
  • Strong spoken and written English.
  • Excellent communication, interpersonal, teamwork, and organizational skills.
  • Customer-oriented attitude.
  • Nice to have: experience working with offshore teams.
  • Nice to have: familiarity with computer programming.
  • Nice to have: technical familiarity with Mac OS.
  • Nice to have: cybersecurity domain experience, including file, device, and network security.
  • Nice to have: network integration experience with vendors such as Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, and Extreme.
  • Nice to have: SCADA or PLC OEM certifications.
  • Nice to have: experience in control system design, PLC programming, and SCADA development.
  • Nice to have: experience with cloud services such as AWS and GCP.
  • Nice to have: experience working on Linux-based infrastructure.
  • Nice to have: experience with scripting languages such as bash, PowerShell, and Python.
  • Nice to have: configuration and management of databases such as MySQL and Mongo.

Interested in this position?

Apply directly on the company website

Apply Now

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