Technical Support Engineer (on-site)

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.

Responsibilities

• Provide advanced technical support for customers integrating and using the OPSWAT SDK.


• Investigate complex customer issues, analyze logs and integration behavior, and work with Engineering to drive resolution.


• Act as the technical bridge between customers and internal teams for SDK-related questions, defects, and implementation guidance.


• Analyze customer environments and workflows to support successful SDK integration and deployment.


• Contribute to technical documentation, troubleshooting guides, and best practices for both internal teams and customers.


• Identify recurring issues and help improve integration processes, deployment guidance, and overall support effectiveness.

Job Requirements

Education and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.


• Relevant certifications such as CompTIA Security+, CISSP, CEH, or similar certifications are considered a plus.

Technical Skills

• Good understanding of cybersecurity principles, technologies, and best practices.


• Basic knowledge of or hands-on experience with scripting or programming languages such as Python, C++, PowerShell, or Batch scripting.


• Familiarity with Windows, Linux, and macOS operating systems and their security-related features.


• Ability to review logs, analyze system behavior, and troubleshoot technical or integration-related issues.

Experience

• Minimum of 2 years of experience in a technical support, product support, incident response, or customer-facing technical role.


• Experience investigating technical issues and working with internal teams to drive resolution.


• Exposure to SDK, API, or software integration support is a strong advantage.

Analytical and Problem-Solving Skills

• Strong analytical and troubleshooting skills with the ability to identify root causes and propose effective solutions.


• Ability to analyze technical logs, alerts, and system behavior to identify issues and recommend next steps.


• Ability to manage complex technical investigations in a structured and efficient manner.

Communication and Collaboration

• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.


• Strong collaboration skills and the ability to work effectively with Engineering, Product, Support, and Customer-facing teams.


• Strong customer communication and de-escalation skills when handling sensitive or high-priority issues.

Professional Skills

• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.


• Ability to work under pressure and meet deadlines.


• Continuous learning mindset and interest in staying current with evolving technologies and security trends.


• High level of professionalism, integrity, and accountability.