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
This position is at our front lines, actively coordinating between engineering, sales, and our customers.
You will assist in supporting our catalog of cybersecurity products from troubleshooting issues for clients who have deployed our products to innovating exciting ways to help us always improve our products.
Every day will have interesting new problems to solve across our entire technology stack - from hardware and software applications to managing client cases as the go-to expert.
You should be excited to learn, teach, and collaborate! The goal is to ensure the smooth operations of a variety of channels aiming for maximum efficiency.
What You Will Be Doing
Provides software application & technical support to clients for our product catalog.Consulting with the software development team, internal users, and clients to improve application performance.Documenting new processes and improving existing processes as they come up.Communicate with internal team and supporting teams as necessary.Provides SME Tier 1-2 support on OPSWAT catalog as they exist in client environments.Provides occasional presales and professional service/technical support as needed.Maintains case data in Salesforce and Jira.Reports bugs and flaws to the development team as discovered/encountered.Willing to provide and teach knowledge they have to their team.
Willing to learn and grow with knowledge they may lack. What We Need From You
3 to 5 years of experience (remotely and hands on) in overall troubleshooting of application and environment support including complex client environments.Understanding of networking and systems including OSI model, Purdue Model, RADIUS, Active Directory, Office 365, authentication protocols.Experience installing, configuring, troubleshooting, maintaining, and advising using GUI and CLI for Linux.Ability to multitask and react well under pressure in a constantly changing, fast-paced environment.Identifies and resolves problems in a timely manner.Strong analytical, organizational, customer service, and written/verbal communication skills with not only your immediate group, but with other internal and customer facing groups. It Would Be Nice If You Had
Experience installing, configuring, troubleshooting, maintaining, and advising using GUI and CLI for MacOS, Windows Server, Virtualization (VMWare, Hyper-V, Docker, other), Databases (Postgres, SQL, MySQL, other), Email Systems (Exchange, G Suite, other), Cloud (AWS, Azure, Google Cloud, other), Encryption methods (SSL, TLS, Bitlocker, other) Experience at a tier 2/3 support level.Experience with business or homegrown application support including utilizing and understanding API's (REST, other).Experience with cybersecurity tools and software.Experience imaging, configuring, troubleshooting, maintaining, and advising using GUI and CLI for firewalls, routers, switches, hubs, load balancers, servers, desktops, and SAN/NAS.
Operation Technology (OT) experience is a plus.