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Support Engineer

Customer Success | Tampa, FL | Full Time

Job Description

The Position:

OPSWAT is now searching for Support Engineer to join our Customer Success Support and Professional Services team.  The Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily and that they provide the proper information to give the OPSWAT product team insight on underlying issues and customer experiences. The Support engineer focuses on attaining strong customer satisfaction with the OPSWAT products and the OPSWAT Support experience.   He or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects. We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes” to contribute to OPSWAT’s quick growth

 What You Will Be Doing:

  • Resolving customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs
  • Working closely with technically oriented customers (typical customers are engineers and IT personnel)
  • Maintaining strong customer relationships
  • Improving issue management processes within the company
  • Coordinating activity between Support, R&D, Product Management, and other departments
  • Gaining expertise (both functional and limited technical) in the OPSWAT products
  • Managing and contributing to light technical one-off projects

What We Need From You:

  • Bachelor’s degree in a technical discipline, or equivalent experience
  • Prior experience providing customer support of technical software products
  • Technical familiarity with Windows operating systems, including familiarity with the CLI, registry, system services and processes, event logs, product install mechanisms, etc.  
  • Basic knowledge of Linux, with an interest to expand that knowledge
  • Experience working with VMs
  • Strong spoken and written English language skills
  • Presentation skills (be able to describe things and convey ideas to others in an easy way)
  • A proven customer-oriented attitude, including the ability to work with difficult and/or frustrated customers
  • A passion for solving problems and making customers happy
  • Ability to think logically, analyze logs and troubleshoot computer software and IT related issues
  • Strong organizational skills

It Would Be Nice If You Had:

  • 3+ years’ experience providing customer support of technical software products
  • Prior experience providing customer support to US Federal Government customers
  • Familiarity with computer programing and scripting
  • Familiarity with networking
  • Familiarity with cloud platforms such as AWS, Azure, etc.