L2 Technical Support Engineer
Core
Diagnosing and resolving complex technical issues and escalated cases for OPSWAT's cybersecurity platform via phone, chat, and case systems.
Role type
Tier 2 Technical Support Engineer
Builds
Customer satisfaction and resolution for IT/OT/ICS cybersecurity solutions
Domain
Cybersecurity (IT, OT, ICS)
Deliverable
client delivery
Required skills
Linux troubleshooting, log analysis, network configuration, SCADA communication troubleshooting, DevOps tools (Docker, Kubernetes, Terraform, Ansible), monitoring tools (Prometheus, ELK, Zipkin, Sentry), remote session management
Preferred skills
Bash/PowerShell/Python scripting, MySQL/MongoDB management, cloud services (AWS, GCP), Mac OS familiarity, SCADA/PLC OEM certifications, Control System Design
Technologies
OPSWAT platform, Linux, Docker, Kubernetes (GKE), Terraform, Ansible, Prometheus, ELK stack, Zipkin, Sentry, MySQL, MongoDB, AWS, GCP, Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme
Responsibilities
Handle escalated technical issues from Tier 1 via phone/chat/case system; Provide advanced troubleshooting via log analysis and system diagnostics; Conduct remote sessions with customers; Reproduce issues in lab environments to validate solutions; Evaluate issue complexity and escalate to Tier 3; Mentor L1 support and contribute to process improvement; Contribute to Knowledge Base creation and updates
Seniority
Mid-level, hands-on IC