Technical Support Engineer (on-site)

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.