L2 Technical Support Engineer

The Position

OPSWAT is now searching for a Technical Support Engineer to join our Customer Support team. The Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily. He or she also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap. As a member of a small and dynamic company, he or she also gets 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. We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes,” to contribute to OPSWAT’s quick growth.

What You Will Be Doing

• Customer Issue Management:
• Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
• Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
• Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
• Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
• Provide responsive phone and chat support to address customer queries and concerns.
• Documentation and Reporting:
• Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
• Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
• Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
• Continuous Improvement.
• Proactively enhance technical knowledge and proficiency in OPSWAT products.
• Collaborate with cross-functional teams to contribute insights and feedback for product improvement.

What We Need From You 

• Bachelor's degree in Computer Science.
• Excellent communication skills in English, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Familiarity with ticketing systems and customer support tools.
• Proficiency in Windows and Windows Server environments.
• Knowledge of networking principles and protocols.

It Would Be Nice If You Had

• Previous experience in application support or technical customer service roles.
• Familiarity with security products and cybersecurity concepts.
• Proficiency in Linux operating systems.
• Experience with Docker/Kubernetes containerization technologies.
• Familiarity with Cloud platforms such as AWS, Azure, or Google Cloud.

The Position 

We are looking for a passionate and motivated Senior Instructional Designer to join our fast-growing online training team. At OPSWAT Academy, our eLearning platform has seen strong growth and success, and we are excited to welcome a talented individual who can help us continue building engaging, high-quality cybersecurity learning experiences. In this role, you will work closely with internal team members and Subject Matter Experts (SMEs) and other stakeholders to design, develop, and refine impactful training content that supports learners while maintaining consistency with OPSWAT Academy standards and branding. 

What you will be doing

• Collaborate with Subject Matter Experts (SMEs): Support SMEs in structuring and refining content to ensure alignment with learning objectives and learner needs. 

• Course Development: Design, develop, and update intuitive and engaging eLearning materials using tools such as Articulate 360 (Storyline and Rise). 

• Instructional Quality Assurance: Perform detailed quality reviews to ensure accuracy, instructional clarity, consistency, and alignment with OPSWAT Academy guidelines. 

• LMS Administration: Support learner enrollment, access management, and reporting activities within WorkRamp or similar LMS platforms. 

• Documentation & Reporting: Maintain clear, accurate documentation related to course content, development progress, and project updates. 

What We Need From You

• Proficiency in English, with strong listening, speaking, reading, and writing skills. 

• Clear and effective verbal and written communication, with the ability to present ideas confidently. 

• Experience with eLearning authoring tools, particularly Articulate 360 (Storyline and Rise). 

• Basic photo and video editing skills to enhance instructional content. 

• A solid foundational understanding of cybersecurity concepts. 

• Genuine interest in technology and a strong, learner- and customer-focused mindset. 

• Strong attention to detail with a high sense of responsibility and ownership, ensuring tasks are completed thoroughly and on time. 

• A collaborative, team-oriented approach, valuing coherence and consistency across courses. 

• Commitment to clear documentation, transparent tracking, and proactive communication to support team alignment, collaboration, and continuous improvement. 

It Would Be Nice If You Have

• Previous experience in cybersecurity training or related fields. 

• Experience with educational technology platforms. 

• Familiarity with Jira or other agile workforce management tools. 

• Basic familiarity with HTML, CSS, and JavaScript, and a willingness to get hands-on with small tweaks or adjustments as needed (full fluency not required). 

The position

We are looking for a Senior Marketing & Communications Specialist to own and scale OPSWAT Academy’s digital presence and marketing operations. This is a strategic, execution-oriented role responsible for growing the Academy’s global audience, driving engagement across digital channels, producing high-quality content, and ensuring marketing efforts translate into measurable business outcomes.

You will serve as the primary voice of OPSWAT Academy across social media, email, webinars, and digital campaigns — working closely with cross-functional teams including Sales, Channel, Marketing, and Product to amplify the Academy’s reach and impact.

What You Will be Doing

• Social Media Management & Growth
  • Own and manage the Academy’s social media presence across LinkedIn, YouTube, Twitter/X, and other relevant platforms
  • Develop and execute a consistent content calendar aligned with Academy programs, industry trends, and thought leadership themes
  • Create engaging content including posts, graphics, carousels, short-form video, and platform-native formats
  • Grow audience reach, follower base, and engagement rates through organic and community-building strategies
  • Monitor social media trends, competitor activity, and audience insights to continuously refine strategy
• Email Marketing & Digital Campaigns
  • Design, write, and execute email campaigns for Academy programs, product launches, events, and nurture sequences
  • Build and maintain segmented email lists across audience types (partners, customers, students, internal teams)
  • Optimize campaign performance through A/B testing, personalization, and conversion tracking
  • Manage the end-to-end email lifecycle from lead capture through engagement and re-engagement
• Webinar Production & Digital Events
  • Plan, promote, produce, and host Academy webinars including speaker coordination, registration management, and live moderation
  • Repurpose webinar content into social posts, blog summaries, email highlights, and video clips
  • Coordinate with internal stakeholders on cross-functional event promotion and follow-up
• Content Creation & Brand Communication
  • Write and produce marketing collateral including blog posts, landing pages, one-pagers, promotional assets, and Academy announcements
  • Maintain brand consistency across all Academy communications in alignment with OPSWAT brand guidelines
  • Collaborate with subject matter experts to translate technical cybersecurity topics into accessible, compelling content
  • Support Academy leadership with presentation materials, internal communications, and executive messaging as needed
• AI-Powered Content & Workflow Innovation
  • Leverage AI tools to accelerate content production, including drafting, ideation, visual generation, and repurposing workflows
  • Develop and document AI-assisted content processes that improve speed, quality, and consistency across channels
  • Evaluate emerging AI content technologies and recommend adoption where they deliver measurable improvements
• Analytics & Performance Reporting
  • Track and report on marketing KPIs across social media, email, webinars, and digital campaigns
  • Build and maintain dashboards that connect marketing activity to business outcomes
  • Provide regular performance reports with data-driven insights and optimization recommendations
  • Align all marketing efforts with Academy-level goals and revenue targets

What We Need from You

• 5+ years of experience in B2B digital marketing, content marketing, or communications (technology or cybersecurity industry strongly preferred)
• Proven track record managing social media channels with measurable audience growth and engagement outcomes
• Strong email marketing skills with hands-on experience in platforms such as HubSpot, or equivalent
• Experience planning, producing, and hosting webinars using platforms like Zoom, GoToWebinar, or similar
• Data-driven mindset with experience building reports, tracking KPIs, and using analytics to inform decisions
• Proficiency with AI content tools and a demonstrated willingness to experiment with emerging technologies
• Strong project management skills — able to manage multiple campaigns and deadlines simultaneously

Nice to Have

• Experience in cybersecurity, OT/ICS, or critical infrastructure domains
• Familiarity with LMS platforms and education/training marketing
• Video editing and short-form content creation skills (YouTube, Reels, Shorts)
• Graphic design proficiency (Canva, Figma, or Adobe Creative Suite)
• Understanding of channel/partner marketing dynamics in a B2B context

The position

We are looking for a Senior Marketing & Communications Specialist to own and scale OPSWAT Academy’sdigital presence and marketing operations. This is a strategic, execution-oriented role responsible for growing the Academy’s global audience, driving engagement across digital channels, producing high-quality content, and ensuring marketing efforts translate into measurable business outcomes.

You will serve as the primary voice of OPSWAT Academy across social media, email, webinars, and digital campaigns — working closely with cross-functional teams including Sales, Channel, Marketing, and Product to amplify the Academy’s reach and impact.

What You Will be Doing

• Social Media Management & Growth
  • Own and manage the Academy’s social media presence across LinkedIn, YouTube, Twitter/X, and other relevant platforms
  • Develop and execute a consistent content calendar aligned with Academy programs, industry trends, and thought leadership themes
  • Create engaging content including posts, graphics, carousels, short-form video, and platform-native formats
  • Grow audience reach, follower base, and engagement rates through organic and community-building strategies
  • Monitor social media trends, competitor activity, and audience insights to continuously refine strategy
• Email Marketing & Digital Campaigns
  • Design, write, and execute email campaigns for Academy programs, product launches, events, and nurture sequences
  • Build and maintain segmented email lists across audience types (partners, customers, students, internal teams)
  • Optimize campaign performance through A/B testing, personalization, and conversion tracking
  • Manage the end-to-end email lifecycle from lead capture through engagement and re-engagement
• Webinar Production & Digital Events
  • Plan, promote, produce, and host Academy webinars including speaker coordination, registration management, and live moderation
  • Repurpose webinar content into social posts, blog summaries, email highlights, and video clips
  • Coordinate with internal stakeholders on cross-functional event promotion and follow-up
• Content Creation & Brand Communication
  • Write and produce marketing collateral including blog posts, landing pages, one-pagers, promotional assets, and Academy announcements
  • Maintain brand consistency across all Academy communications in alignment with OPSWAT brand guidelines
  • Collaborate with subject matter experts to translate technical cybersecurity topics into accessible, compelling content
  • Support Academy leadership with presentation materials, internal communications, and executive messaging as needed
• AI-Powered Content & Workflow Innovation
  • Leverage AI tools to accelerate content production, including drafting, ideation, visual generation, and repurposing workflows
  • Develop and document AI-assisted content processes that improve speed, quality, and consistency across channels
  • Evaluate emerging AI content technologies and recommend adoption where they deliver measurable improvements
• Analytics & Performance Reporting
  • Track and report on marketing KPIs across social media, email, webinars, and digital campaigns
  • Build and maintain dashboards that connect marketing activity to business outcomes
  • Provide regular performance reports with data-driven insights and optimization recommendations
  • Align all marketing efforts with Academy-level goals and revenue targets

What We Need from You

• 5+ years of experience in B2B digital marketing, content marketing, or communications (technology or cybersecurity industry strongly preferred)
• Proven track record managing social media channels with measurable audience growth and engagement outcomes
• Strong email marketing skills with hands-on experience in platforms such as HubSpot, or equivalent
• Experience planning, producing, and hosting webinars using platforms like Zoom, GoToWebinar, or similar
• Data-driven mindset with experience building reports, tracking KPIs, and using analytics to inform decisions
• Proficiency with AI content tools and a demonstrated willingness to experiment with emerging technologies
• Strong project management skills — able to manage multiple campaigns and deadlines simultaneously

Nice to Have

• Experience in cybersecurity, OT/ICS, or critical infrastructure domains
• Familiarity with LMS platforms and education/training marketing
• Video editing and short-form content creation skills (YouTube, Reels, Shorts)
• Graphic design proficiency (Canva, Figma, or Adobe Creative Suite)
• Understanding of channel/partner marketing dynamics in a B2B context

The Position

The Senior Professional Services Engineer will play a key role in delivering OPSWAT solutions to customers, providing ongoing managed services, and operating as a trusted technical advisor. This individual must bring strong cybersecurity expertise, deep experience in SOC environments, and hands-on skills across system administration, cloud, networking (IT & OT), and operational security workflows. This is a customer-facing role requiring excellent communication, strong project management capabilities, and the ability to lead complex deployments, run SOC operations, and deliver ongoing monitoring, analysis, and remediation services. 

What You Will be Doing

Professional Services (Deployment & Advisory) 

• Lead end-to-end deployment of OPSWAT security solutions across enterprise IT and OT environments. 
• Engage in requirements gathering, architecture design, installation, configuration, and validation of solutions. 
• Work closely with customer stakeholders, including CISOs, SOC Managers, and IT/OT teams. 
• Provideexpert advice on cybersecurity best practices, zero-trust frameworks, malware prevention, and secure file transfer workflows. 
• Deliver technical workshops, product training, and knowledge transfer sessions.
• Ensure successful go-live and handoff to customer operational teams or OPSWAT Managed Services. 

Managed SOC Services 

• Run 24x7/8x5 SOC operations depending on service scope.
• Monitor, analyze, and respond to security alerts using OPSWAT solutions and common SOC tools (SIEM, SOAR, EDR, NDR, IDS/IPS). 
• Lead threat investigations, incident triage, and escalation to customer teams.
• Build and implement detection rules, playbooks, and incident workflows.
• Prepare weekly/monthly SOC reports, service reviews, and recommendations for continuous improvement. 
• Ensure SLA adherence and high-quality service delivery.

Project Management 

• Own project planning, execution, and delivery for Professional Services engagements.
• Create and manage project plans, timelines, risks, documentation, and stakeholder communication. 
• Coordinate across internal teams including Product, Engineering, Support, and CS.
• Manage multiple customer projects simultaneously while meeting delivery deadlines.

Customer Engagement & Communication 

• Serve as a primary technical point of contact for assigned customers.
• Communicate complex technical concepts clearly and confidently to both technical and executive audiences. 
• Build strong customer relationships that drive trust, adoption, and long-term value.
• Participatein quarterly business reviews (QBRs) and service improvement discussions. 

What We Need from You 

Technical Expertise 

• 7+ years in cybersecurity, with strong exposure to enterprise environments. 
• Hands-on system administration experience (Windows, Linux).
• Strong understanding of Cloud (AWS, Azure, GCP) and hybrid deployments.
• Networking expertise across IT & OT environments, including segmentation, firewalls, 

VPNs, ICS/SCADA basics 

• Prior experience working in a SOC environment and delivering SOC services.
• Familiarity with SOC tools & technologies such as:
  • SIEM (Splunk, QRadar, Sentinel) 
  • SOAR platforms 
  • EDR/XDR solutions 
  • Vulnerability management 
  • Threat intelligence platforms 
• Knowledge of cybersecurity frameworks such as NIST, MITRE ATT&CK, ISO 27001.

Project Management 

• Strong project management skills with experience driving complex technical projects.
• Experience working with enterprise customers across multiple time zones.
• Certifications like PMP, PRINCE2, or Agile methodologies are a plus.

Soft Skills 

• Excellent written and verbal communication skills.
• Ability to lead customer conversations with clarity, confidence, and empathy.
• Strong problem-solving andcritical-thinkingskills. 
• Ability to work in fast-paced environments and handle multiple priorities.

It Would be Nice if You Had

Certifications (Preferred) 

• Security certifications such as CISSP, CISM, CEH, GCIH, GCIA.
• Cloud certifications (AWS/Azure/GCP).
• Networking certifications (CCNA, CCNP).
  
  

Why Join OPSWAT? 

• Work with industry-leading cybersecurity products protecting critical infrastructure.
• Opportunity to grow in a global, fast-paced environment.
• Collaborative culture with a strong focus on innovation and customer success.
• Competitive compensation and professional growth opportunities.

The Position 

We are seeking a highly skilled and customer-focused Technical Account Manager (TAM) to join our growing cybersecurity team. In this role, you will act as a trusted technical advisor to our enterprise customers, owning the post-sales relationship, supporting deployments, and ensuring successful integration and operation of our cybersecurity solutions. 

You will bridge the gap between customer needs and our product capabilities, working closely with our Sales Engineering, Support, Product, and Customer Success teams.

What You Will Be Doing 

• Serve as the primary technical point of contact for assigned enterprise clients. 

• Lead and support the hands-on deployment, configuration, and optimization of cybersecurity solutions on client environments (cloud, hybrid, and on-premises). 

• Conduct on-site visits to assess environments, guide implementation, and deliver technical workshops or training sessions. 

• Proactively manage customer technical health – monitor performance, troubleshoot issues, and ensure ongoing operational excellence. 

• Develop a deep understanding of customer infrastructure, use cases, and security posture to provide strategic guidance and best practices. 

• Collaborate with internal engineering and product teams to relay customer feedback and advocate for feature requests or enhancements. 

• Participate in incident response and post-mortem activities when escalations occur. 

• Create and maintain technical documentation, runbooks, and environment overviews. 

What We Need From You 

• 5+ years of experience in a customer-facing technical role (e.g., TAM, Sales Engineer, Solutions Architect, Security Consultant). 

• Strong technical background in cybersecurity tools and principles, including areas like endpoint protection, SIEM/SOAR, firewalls, identity & access management, or cloud security. 

• Hands-on experience with system integration, scripting (Python, PowerShell, Bash), and working in Linux/Windows environments. 

• Comfortable leading deployments and technical troubleshooting on customer sites. 

• Knowledge of cloud platforms (AWS, Azure, GCP) and their security ecosystems. 

• Hands-on experience with system integration, scripting (Python, PowerShell, Bash), and working in Linux/Windows environments. 

• Excellent communication skills – able to translate complex technical concepts into clear, actionable insights for both technical and non-technical stakeholders. 

• Ability to manage multiple client accounts and prioritize competing demands. 

• Strong documentation skills and a disciplined approach to knowledge sharing. 

It Would Be Nice If You Had  

• Industry certifications such as CISSP, CISM, CEH, OSCP, or vendor-specific certs (AWS Security Specialty, Microsoft SC-200, etc.). 

• Experience with modern DevSecOps tools and CI/CD pipelines. 

• Familiarity with data privacy and compliance frameworks (e.g., GDPR, HIPAA, NIST, ISO 27001). 

• Experience working in high-availability or mission-critical environments. 

The Position

OPSWAT is now searching for a Customer Success Manager who will work as a key customer contact as part of the larger OPSWAT sales team to work primarily with our Platinum and Key accounts to ensure a smooth experience across their OPSWAT journey, helping to ensure the customer receives the maximum return on investment from their OPSWAT Solutions. You will serve as a product and industry expert, effectively assisting customers with onboarding to OPSWAT, technical how-to questions and managing any escalations that might arise. You will be a trusted point of contact for our customers while advancing the adoption and usage of solutions.

We are interested in candidates primarily based in Taipei, Taiwan, who have excellent written and verbal communication skills.

What You Will Be Doing

• Be a trusted advisor primarily for our Platinum and Key customers with a focus on Adoption, Retention and Experience.
• Provide technical guidance to customers on product configuration and best practices.
• Understand and align with the customers security and business objectives, including pain points.
• Collaborate with our technical support team to address and resolve complex technical issues.
• Conduct training sessions or workshops with customers to understand their environment and strategize for future success.
• Work closely with the wider OPSWAT team to identify potential opportunities to expand the OPSWAT portfolio within existing customers and drive product adaptation.
• Stay up to date on industry trends and emerging technologies, especially in the security space.
• Conduct Quarterly reviews with customers to ensure product and feature adoption is maximized.
• Assist OPSWAT professional services team where required to ensure onboarding is successful and as easy as possible for the customer.

What We Need From You

• Bachelor's degree in a technical discipline, or equivalent experience
• 3+ years of cybersecurity or networking software in a CSM or TAM role.
• Excellent track record in developing customer relationships or working as a trusted advisor.
• Strong presentation and communication skills, with the aim of showcasing new features or functionality that is relevant to the customer.
• Experience troubleshooting enterprise applications in Windows and Linux environments.
• A good foundation of networking concepts.
• A self-motivator who thrives on identifying and resolving customer pain points.
• Comfortable leading discussions within the cybersecurity domain to all customer levels (CISO to IT administrator).
• Strong presentation and communication skills, with the aim of showcasing new features or functionality that is relevant to the customer.
• Highly ethical and professional personal conduct.

It Would Be Nice If You Had

• Experience working for a Cyber Security Vendor.
• Experience working as a Technical Account Manager or Customer Success Manager.
• Experience working in a technical support team.
• Strong understanding of security industry and best practice for prevention or mitigation.
• Knowledge of Sandbox and anti-malware products and markets.
• A technical understanding of APIs.
• Experience in Cloud Based Services (Azure, AWS and GCP).
• Experience working on Linux based infrastructure.
• Experience working with OT security solutions.
• Any relevant security industry certifications.

#LI-onsi

We are looking for an Associate Support Engineer to join our OPSWAT Level 1 technical support team and assist customers in troubleshooting and resolving technical issues efficiently. This role involves managing support tickets, providing real-time assistance, and contributing to knowledge base documentation to improve customer experience. 

If you have a passion for technology, problem-solving, and customer interaction, this is a great opportunity to grow your career in a dynamic and collaborative environment. 

The position will be based in Taipei, Taiwan.

Key Responsibilities 

• Customer Issue Management 

  • Monitor and manage the queue of open support tickets, ensuring timely resolution. 

  • Track customer status, support level, and previous interactions to provide effective assistance. 

  • Investigate and diagnose reported technical issues by gathering relevant information and attempting to replicate the problem. 

  • Leverage internal knowledge management systems (FAQs, troubleshooting guides, previous tickets, product documentation, internal wikis) to identify solutions before escalating cases.  

  • Escalate complex or unresolved issues to senior engineers or product teams, ensuring detailed documentation of troubleshooting steps taken.

  • Maintain clear and professional communication with customers throughout the support process via email, chat, and phone. 

  • Track customer satisfaction and proactively follow up on outstanding cases to ensure resolution. 

• Technical Assistance & Troubleshooting 

  • Assist customers with installation, configuration, and integration of company products. 

  • Guide customers through technical solutions and best practices. 

  • Work closely with internal teams (Product Development, Engineering, QA) to address technical challenges. 

• Documentation & Reporting 

  • Maintain detailed records of customer interactions and resolutions in the ticketing system. 

  • Create and update knowledge base articles, FAQs, and troubleshooting guides. 

  • Ensure accurate categorization and tagging of tickets for efficient tracking and reporting. 

• Continuous Learning & Improvement 

  • Stay up to date with product updates, new features, and industry trends. 

  • Participate in internal training sessions and gain certifications in relevant technologies. 

  • Collaborate with the team to identify areas for process improvement in technical support operations. 

What We Need from You 

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). 

• 1-2 years of experience in technical support, helpdesk, or IT service role. 

• Familiarity with ticketing systems (e.g., Jira, Service Cloud, Zendesk, ServiceNow). 

• Strong problem-solving abilities and attention to detail. 

• Excellent English and Mandarin communication skills (written and verbal). 

• Hands-on experience with Windows and Linux environments.  

• Familiarity with networking concepts (TCP/IP, DNS, firewalls, etc.). 

• Ability to learn quickly and work collaboratively in a team environment. 

Nice to Have (Preferred Qualifications) 

• Basic understanding of cloud computing (AWS, Azure, Google Cloud). 

• Knowledge of cybersecurity concepts and security products. 

• Basic understanding of Docker, Kubernetes, or containerized environments. 

• Scripting or automation skills (Python, Bash, or PowerShell). 

What We Offer 

• Competitive salary and benefits package. 

• Opportunities for career growth and skill development. 

• Exposure to cutting-edge technologies and industry-leading products. 

• Collaborative and dynamic work environment.