The OPSWAT Senior Support and Professional Services Engineer (SSPSE) manages customer issues to ensure that they are resolved quickly and satisfactorily.
The SPSE Engineer is also involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects.
What You Will Be Doing
Manage and resolve customer issues.
Review queue of open tickets and ensure each ticket is being handled appropriately and promptly.
Track customer status for each ticket ( customer’s support level, other open tickets the customer has, customer satisfaction level, etc.)
Research issues, including trying to recreate the customer issue, as required.
Escalate issues to Engineering as required.
Provide phone support and chat support as required.
Ensure that tickets have proper attributes / tags and that all customer interactions and any additional status updates ( status on research, etc.
are properly documented.
Continuously improve technical knowledge of OPSWAT products.
Be aware of new releases and new release content.
Create new customer facing knowledge base articles.
What We Need From You
Fluency in English (French or German is a plus).
Ability to work independently as well as having good team skills- be a pro-active contributor to our team.
Expert in Windows Server.
Sharp network troubleshooting skills.
Knowledge of coding languages for scripting (e.g PowerShell, Python).
Organizational and mentoring skills.
Experience with Linux servers.
Understanding of REST API.
Experience with Active Directory.
We are looking for people with a real passion for technology and strong sense of customer service.
It Would Be Nice If You Had
Knowledge of Microsoft Exchange or other mail servers.
Basic knowledge of Certificates.
Experience with other security products.