Senior Customer Support Engineer

The Position

OPSWAT is searching for a senior level Customer Support Engineer to join our Global Customer Experience team in Switzerland. The support engineer will respond to customers’ technical queries and issues to resolve them quickly and satisfactorily, advise customers on optimization of product configurations, deployments and documented integrations, and escalate issues to the R&D team for resolution.

You will be the voice of the customer to communicate and manage enhancement requests with the product team and coordinate the process to get the customer’s environment properly patched or upgraded. The engineer will also assist the professional services team in implementing and integrating OPSWAT products and solutions, advise on best practices, provide knowledge transfer on administering the solution, and introduce additional OPSWAT products that might benefit them.

The Senior Customer Support Engineer will mentor and lead others on the support team to improve customer support processes, maintain strong customer satisfaction, and influence the product roadmap. As a member of a dynamic company, you will also engage in other activities such as technical assistance to the sales team, helping to test and assess new products and product releases, and other special projects.

What You Will Be Doing

• Work closely with technically oriented customers (typical customers are engineers and IT personnel) on optimizing their OPSWAT solutions, resolving issues, and influencing the product road maps.
• Maintain strong customer relationships through:
• Regularly scheduled conference calls to review open issues.
• Occasional in-person meetings.
• Providing timely updates to support tickets.
• Coordinating activity between Product Management, R&D, Support, and other departments.
• Maintaining subject matter expertise in OPSWAT products.
• Managing and contributing to light technical one-off projects.
• Occasionally deliver professional services such as product implementation and training.
• Understanding customer use-case and IT requirements and goals.
• Providing advice on the use of technology to implement OPSWAT products.
• Helping with project activities such as OPSWAT Academy, pen-testing, etc.

What We Need From You

• Bachelor’s degree in a technical discipline or equivalent experience.
• Strong knowledge of Windows and Windows server.
• A good foundation of basic networking concepts and basic knowledge of Linux.
• A proven customer-oriented attitude, including the ability to work in challenging situations.
• Ability to think logically, analyze logs and troubleshoot software and IT related issues.
• Experience in providing customer support for technical software products is a plus.
• Strong Project Management and presentation skills.
• Ability to travel as necessary to assigned accounts and company meetings (estimated at 5% to 25% of business days).

It Would Be Nice If You Had

• Experience in cybersecurity and critical infrastructure protection.
• Experience with network integration (e.g., Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc.).
• Familiarity with computer programing and scripting.
• Experience in Cloud Based Services (e.g., AWS, GCP).
• Experience with configuration and management of databases such as MySQL, Mongo.
• Experience working with global teams.