L2 Technical Support Engineer

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Description

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. The Position: OPSWAT is now searching for Tier 2 Technical Support Enginee r to join our Customer Support team. The role focuses on diagnosing and resolving complex technical issues and escalated issues from tier 1 support and ensuring customer satisfaction through timely responses. 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. Responsibilities Handle complex technical issues and escalated ones from tier 1 support via phone, case system, and chat. Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations. Conduct remote sessions with customers. Reproduce customer issues in lab environments and validate solutions and bug fixes. Evaluate the complex

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