Technical Support Engineer in Japan (Network, Cybersecurity)
Core
Diagnosing and resolving complex technical issues and escalated tickets for OPSWAT's cybersecurity platform via phone, chat, and case systems.
Role type
Senior Technical Support Engineer (Cybersecurity/Network)
Builds
Customer satisfaction and resolution for public/private sector organizations using OPSWAT solutions
Domain
Cybersecurity, Network Infrastructure, IT Operations
Deliverable
client delivery
Required skills
Advanced troubleshooting, log analysis, system diagnostics, network configuration, remote session management, issue escalation, knowledge base creation, process improvement
Preferred skills
Programming familiarity, Mac OS knowledge, cybersecurity domain expertise, network integration skills, DevOps tools, cloud services, scripting languages, database management
Technologies
Windows, Windows Server, Linux, Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, Docker, Kubernetes, GCP GKE, CI/CD tools, Terraform, Ansible, Zipkin, Sentry, Prometheus, ELK stack, Azure, AWS, GCP, MySQL, Mongo, bash, PowerShell, Python
Responsibilities
Handle complex technical issues and escalated ones from Japanese partners/customers via phone, case system, and chat; Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations; Conduct remote sessions with customers; Reproduce customer issues in lab environments and validate solutions and bug fixes; Evaluate the complexity of issues and escalate to tier 3 support; Collaborate with the global Tier 1, Tier2 and Tier 3 support team; Provide status updates to customers, adhering to SLA and commitments; Contribute to the KBs creation and updates for customer's self-service; Mentor all inquiries from Japanese customers/partners and contribute to support process improvement; Get involved in professional services delivery
Seniority
Mid-Senior, hands-on IC
