Technical Support Engineer

San Francisco, CA

The Technical Support and Customer Success Engineer will be the primary technical resource for our customers and Sales team. You will assist in identifying customer challenges and driving technical success between customer needs and the OPSWAT solutions. A Technical Success Engineer will serve as a product and industry expert, effectively supporting, deploying, and demonstrating our solution as well as promoting our vision and approach. You will be a trusted point of contact for our customers while advancing the customer success.

At the same time, you will be a liaison to the engineering team to drive the direction of the product. The ideal candidate will have previous work experience as a member of a corporate support and success team and a career track record of supporting large and complex enterprise environments and implementations.

What You Will Be Doing

  • Delighting the Customer
  • Taking Ownership of customer technical issues through to resolution
  • Support the Enterprise Sales team
  • Learn all products, configurations, implementations: hands-on
  • Oversight on Customer Experience and Success for named accounts
  • Review, rewrite, contribute to Process and Procedures
  • Improve your own skills; seek to advance in your career
  • Engage in Professional Services, Implementations, onboarding – remote and on-site
  • Cross team collaboration across various countries and time zones
  • Comfortable talking and conduct a virtual meeting with customers 

Some of the Required Behavioral Traits

  • Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight
  • Adapts to changing business needs, conditions, and work responsibilities
  • Influences others to act in support of ideas, programs, or causes
  • Examines data to grasp issues, draw conclusions, and solve problems
  • Develops fresh ideas that provide solutions to all types of workplace challenges
  • Builds and maintains customer satisfaction with the products and services offered by the organization
  • Displays an ongoing commitment to learning and self-improvement
  • Promotes organizational mission and goals, and shows the way to achieve them
  • Helps others resolve complex or sensitive disagreements and conflicts
  • Partners with clients to identify and resolve complex or sensitive issues
  • Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect
  • Helps create a work environment that embraces and appreciates diversity

What We Need from You

  • 3+ years combining some of cybersecurity or networking, software sales engineering or technical sales experience, technical account management, technical support of integrated systems and software
  • Comfortable leading discussions within the cybersecurity domain to all customer levels (CISO to IT Administrator)
  • Strong presentation and application demonstration skills 
  • Experience installing and troubleshooting enterprise applications in Windows and Linux environments
  • A self-motivator who thrives on identifying and resolving customer pain points
  • Technical Competence
  •  Software Installations, diagnostics tools, tuning concepts, configurations, logs inspection
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Proven work experience as a Technical Support Engineer or similar role
  • Experience in enterprise software or networking solutions, ideally within the network or device security space
  • A technical understanding of APIs, REST, TCP, SSH, PowerShell, Python, and related tools and techniques
  • It Would Be Ideal If You Had
  • Knowledge of Sandbox and anti-malware products and markets
  • Experience working with CRM software
  • Security Clearance
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies

Interested in this position?

To apply for this position, please send your resume and cover letter to us via JobScore. Special consideration will be given to those candidates whose cover letter indicates that they have viewed our website. Please, no drop-ins, calls or faxes.