Technical Support Engineer (L1) at OPSWAT

<div class="content-intro"><p><span class="acronym-highlight">OPSWAT</span>, a global leader in IT, <span class="acronym-highlight">OT</span>, and <span class="acronym-highlight">ICS</span> 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.</p></div><p><strong>The Position</strong></p> <p><strong></strong></p> <p data-renderer-start-pos="1200" data-local-id="b12b59fb0e0d">We are looking for an <strong data-renderer-mark="true">Associate Support Engineer</strong> to join our OPSWAT Level 1 technical support team and assist customers in troubleshooting and resolving technical issues efficiently. This role involves managing support tickets, providing real-time assistance, and contributing to knowledge base documentation to improve customer experience.&nbsp;</p> <p data-renderer-start-pos="1543" data-local-id="4861d5cb2802">If you have a passion for technology, problem-solving, and customer interaction, this is a great opportunity to grow your career in a dynamic and collaborative environment.&nbsp;</p> <p data-renderer-start-pos="1718" data-local-id="1a33f1d63034">The position will be based in Taipei, Taiwan.</p> <p data-renderer-start-pos="1765" data-local-id="936d33a869e6"><strong data-renderer-mark="true">Key Responsibilities</strong>&nbsp;</p> <ul class="ak-ul" data-local-id="d33a290b2319" data-indent-level="1"> <li> <p data-renderer-start-pos="1790" data-local-id="4a8d66ecf2ee"><strong data-renderer-mark="true">Customer Issue Management&nbsp;</strong></p> <ul class="ak-ul" data-local-id="3f3cc94852af" data-indent-level="2"> <li> <p data-renderer-start-pos="1820" data-local-id="1301da2f7347">Monitor and manage the queue of open support tickets, ensuring timely resolution.&nbsp;</p> </li> <li> <p data-renderer-start-pos="1906" data-local-id="293f94655334">Track customer status, support level, and previous interactions to provide effective assistance.&nbsp;</p> </li> <li> <p data-renderer-start-pos="2007" data-local-id="3600f923e10f"><strong data-renderer-mark="true">Investigate and diagnose</strong> reported technical issues by gathering relevant information and attempting to replicate the problem.&nbsp;</p> </li> <li> <p data-renderer-start-pos="2137" data-local-id="6352e711acfb"><strong data-renderer-mark="true">Leverage internal knowledge management systems</strong> (FAQs, troubleshooting guides, previous tickets, product documentation, internal wikis) to identify solutions before escalating cases.&nbsp;&nbsp;</p> </li> <li> <p data-renderer-start-pos="2324" data-local-id="ddf65bb3a215">Escalate <strong data-renderer-mark="true">complex or unresolved issues</strong> to senior engineers or product teams, ensuring detailed documentation of troubleshooting steps taken.</p> </li> <li> <p data-renderer-start-pos="2467" data-local-id="de918d1e6634">Maintain <strong data-renderer-mark="true">clear and professional communication</strong> with customers throughout the support process via email, chat, and phone.&nbsp;</p> </li> <li> <p data-renderer-start-pos="2591" data-local-id="4ed6f222ff63">Track customer satisfaction and proactively follow up on outstanding cases to ensure resolution.&nbsp;</p> </li> </ul> </li> <li> <p data-renderer-start-pos="2694" data-local-id="f79664a4508f"><strong data-renderer-mark="true">Technical Assistance &amp; Troubleshooting&nbsp;</strong></p> <ul class="ak-ul" data-local-id="3d66b505581b" data-indent-level="2"> <li> <p data-renderer-start-pos="2737" data-local-id="9b47b47752a5">Assist customers with <strong data-renderer-mark="true">installation, configuration, and integration</strong> of company products.&nbsp;</p> </li> <li> <p data-renderer-start-pos="2829" data-local-id="7ffdd9d87bb3">Guide customers through technical solutions and best practices.&nbsp;</p> </li> <li> <p data-renderer-start-pos="2897" data-local-id="bd0593d5cb69">Work closely with internal teams (Product Development, Engineering, QA) to address technical challenges.&nbsp;</p> </li> </ul> </li> <li> <p data-renderer-start-pos="3008" data-local-id="6aea9528aa74"><strong data-renderer-mark="true">Documentation &amp; Reporting</strong>&nbsp;</p> <ul class="ak-ul" data-local-id="1414c4bcfb56" data-indent-level="2"> <li> <p data-renderer-start-pos="3038" data-local-id="6ee463cad522">Maintain <strong data-renderer-mark="true">detailed records of customer interactions</strong> and resolutions in the ticketing system.&nbsp;</p> </li> <li> <p data-renderer-start-pos="3134" data-local-id="830c10f9216b">Create and update knowledge base articles, FAQs, and troubleshooting guides.&nbsp;</p> </li> <li> <p data-renderer-start-pos="3215" data-local-id="329e9adc494f">Ensure accurate categorization and tagging of tickets for efficient tracking and reporting.&nbsp;</p> </li> </ul> </li> <li> <p data-renderer-start-pos="3313" data-local-id="130454b165f6"><strong data-renderer-mark="true">Continuous Learning &amp; Improvement&nbsp;</strong></p> <ul class="ak-ul" data-local-id="f29743661e91" data-indent-level="2"> <li> <p data-renderer-start-pos="3351" data-local-id="4c235400af70">Stay up to date with <strong data-renderer-mark="true">product updates, new features, and industry trends</strong>.&nbsp;</p> </li> <li> <p data-renderer-start-pos="3428" data-local-id="c1d1953e6ae2">Participate in <strong data-renderer-mark="true">internal training sessions</strong> and gain certifications in relevant technologies.&nbsp;</p> </li> <li> <p data-renderer-start-pos="3524" data-local-id="b6f68b1ed45b">Collaborate with the team to <strong data-renderer-mark="true">identify areas for process improvement</strong> in technical support operations.&nbsp;</p> </li> </ul> </li> </ul> <p data-renderer-start-pos="3631" data-local-id="a6a393624258"><strong data-renderer-mark="true">What We Need from You</strong>&nbsp;</p> <ul class="ak-ul" data-local-id="bb0c655c-1bf7-425e-a2fe-052b6fdc6c91" data-indent-level="1"> <li> <p data-renderer-start-pos="3657" data-local-id="8ddd6d6d8a64">Bachelor’s degree in <strong data-renderer-mark="true">Computer Science, Information Technology, or a related field</strong> (or equivalent experience).&nbsp;</p> </li> <li> <p data-renderer-start-pos="3771" data-local-id="01fed014d8bc"><strong data-renderer-mark="true">1-2 years of experience</strong> in technical<strong data-renderer-mark="true"> support, helpdesk, or IT service role</strong>.&nbsp;</p> </li> <li> <p data-renderer-start-pos="3851" data-local-id="48b335a62ba0">Familiarity with <strong data-renderer-mark="true">ticketing systems</strong> (e.g., Jira, Service Cloud, Zendesk, ServiceNow).&nbsp;</p> </li> <li> <p data-renderer-start-pos="3940" data-local-id="f0f5d735a489">Strong <strong data-renderer-mark="true">problem-solving abilities</strong> and attention to detail.&nbsp;</p> </li> <li> <p data-renderer-start-pos="4002" data-local-id="5c461659884a">Excellent <strong data-renderer-mark="true">English and Mandarin communication skills</strong> (written and verbal).&nbsp;</p> </li> <li> <p data-renderer-start-pos="4080" data-local-id="52ca3cbe5d21">Hands-on experience with <strong data-renderer-mark="true">Windows and Linux environments</strong>.&nbsp;&nbsp;</p> </li> <li> <p data-renderer-start-pos="4142" data-local-id="7efd72e12833">Familiarity with <strong data-renderer-mark="true">networking concepts</strong> (TCP/IP, DNS, firewalls, etc.).&nbsp;</p> </li> <li> <p data-renderer-start-pos="4215" data-local-id="1d175db53dc1">Ability to <strong data-renderer-mark="true">learn quickly and work collaboratively</strong> in a team environment.&nbsp;</p> </li> </ul> <p data-renderer-start-pos="4292" data-local-id="3b403dfd8c06"><strong data-renderer-mark="true">Nice to Have (Preferred Qualifications)</strong>&nbsp;</p> <ul class="ak-ul" data-local-id="abffc979-e6ae-4bfc-9c68-f314537f21bd" data-indent-level="1"> <li> <p data-renderer-start-pos="4336" data-local-id="acbccb397a09">Basic understanding of <strong data-renderer-mark="true">cloud computing</strong> (AWS, Azure, Google Cloud).&nbsp;</p> </li> <li> <p data-renderer-start-pos="4407" data-local-id="360e100eacae">Knowledge of <strong data-renderer-mark="true">cybersecurity concepts and security products</strong>.&nbsp;</p> </li> <li> <p data-renderer-start-pos="4470" data-local-id="d14359e6408b">Basic understanding of <strong data-renderer-mark="true">Docker, Kubernetes, or containerized environments</strong>.&nbsp;</p> </li> <li> <p data-renderer-start-pos="4548" data-local-id="50f3513b7015">Scripting or automation skills (Python, Bash, or PowerShell).&nbsp;</p> </li> </ul> <p data-renderer-start-pos="4614" data-local-id="1329db9ab788"><strong data-renderer-mark="true">What We Offer</strong>&nbsp;</p> <ul class="ak-ul" data-local-id="0a46d285-ebe2-4fe5-96f5-68fe0ff30b0b" data-indent-level="1"> <li> <p data-renderer-start-pos="4632" data-local-id="a279b877e509">Competitive salary and benefits package.&nbsp;</p> </li> <li> <p data-renderer-start-pos="4677" data-local-id="46eabeb0e45a">Opportunities for career growth and skill development.&nbsp;</p> </li> <li> <p data-renderer-start-pos="4736" data-local-id="438fe0b73a8f">Exposure to cutting-edge technologies and industry-leading products.&nbsp;</p> </li> <li> <p data-renderer-start-pos="4809" data-local-id="0ee012535019">Collaborative and dynamic work environment.&nbsp;</p> </li> </ul> <p><strong></strong></p><div class="content-conclusion"><p>OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.</p> <p>Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.</p> <p>&nbsp;</p></div>