Support and Professional Services Engineer

Ho Chi Minh City, Vietnam Customer Success
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Summary

The OPSWAT Support and Professional Services Engineer (SPSE) 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
  • Ability to work independently as well as having good team skills- be a pro-active contributor to our team
  • University degree
  • Expert in Windows Server
  • Sharp network troubleshooting skills
  • Knowledge of coding languages for scripting (e.g PowerShell, Python)
  • Organizational and mentoring skills
  • Understanding of REST API
  • Experience with Active Directory
  • Advanced document design skillset focused on written/visual communication of complex ideas
  • Understanding of CIP, HIPAA & PCI compliance issues
  • Experience with Change Management,
  • High level of initiative, autonomy, and follow-through, with extreme attention to detail
  • Position requires up to 25% travel, often on short notice
  • Advanced understanding of:
    • Network security concepts
    • Virtualization technologies
    • OSI model
    • Microsoft Office product suite (Word, Excel & Visio), examples will be requested and evaluated
  • Familiarity with:
    • Datacenter design and operations
  • Effective customer-facing communication skills
  • Analytical and critical thinking skills

We are looking for people with a real passion for technology and a 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 Linus servers
  • Experience with other security products
  • Japanese or French or Mandarin Language Proficiency is a plus

Why You'll Love Working Here

  • Meaningful work with passionate colleagues;
  • The international working environment in global leading cybersecurity product company;
  • Attractive compensation, regular assessments, and salary reviews;
  • 13-month bonus & performance bonus;
  • 100% salary, full insurances on probationary period;
  • Extra-health care program (PVI) for employee and family members;
  • 15 to 20+ paid day off per year;
  • Attractive benefits for team activities (team building, team outing, sport, trade union activities);
  • Nice open office on the top of a building in District 3 with full of accessories for active recreation, sport, fruits, coffee, and tea.
  • Chances of work assignments/ business trips to OPSWAT global offices in US and Europe
Interested in this position?

Great culture and some of the smartest people I've worked with. OPSWAT deeply cares about its employees by fostering a culture of professionalism, collaboration, work-life balance, and career development.

Jason Tra - Associate Technical Support Engineer