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Support and Services Engineer

Customer Success | Tampa, FL | Full Time

Job Description

The Position

OPSWAT is looking for an energetic and client-orientated Support and Services Engineer (SSE) to join our Customer Success Support team.   The SSE manages customer issues to ensure that they are resolved quickly and satisfactorily. They provide the proper information to give the OPSWAT product team insight into underlying issues and customer experiences. The SSE is also involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, test and assess new products and product releases, and other special projects. This position also acts as a Support Account Manager, acting as a voice for a client within our team and ensuring their overall success and satisfaction with our products. This is a hands-on technical role working in a critical infrastructure world. 

 What You Will Be Doing

  • Manage and resolve customer issues with OPSWAT Products with an understanding of overall network design and how OPSWAT products integrate into a client’s architecture
  • Conduct onboarding and integration assistance on new client installs
  • Review queues of open tickets and ensure each ticket is being handled appropriately and promptly and that your tickets are appropriately documented and complete
  • Research issues, including trying to recreate the customer issue, as required
  • Escalate issues/involve with the development team as required
  • Provide phone support and chat support as required
  • Continuously improve technical knowledge of OPSWAT products
  • Engage in occasional Professional Services projects as SMEs as directed.

 What We Need from You

  • Skills in Windows Server
  • Skills in Linux Server including strong CLI
  • General virtualization with a strong focus on VMware
  • Understanding of overall network architecture
  • Experience with Active Directory
  • Network troubleshooting skills
  • Scripting knowledge (PowerShell, Bash)
  • Understanding the functionality of REST API
  • Knowledge of Firewalls, Switches, NAS, Routers, the differences between L2 and L3
  • Knowledge of Radius server, LDAP, and other directory services

 It Would Be Nice If You Had

  • Experience with other security products
  • Knowledge of Certificates and Certificate Authorities
  • Azure and/or AWS administration experience
  • Specific Experience with Cisco, Meraki, Dell (switches), Aruba, Palo Alto, Aerohive, Juniper, Extreme

 To apply for this position, please send your resume and cover letter to us via JobScore. Special consideration will be given to those candidates whose cover letter indicates that they have viewed our website. Please, no drop-ins, calls, or faxes.