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 French and English
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