L2 Technical Support Engineer
Core
Diagnose and resolve complex technical issues and escalated tickets for OPSWAT's cybersecurity platform via phone, chat, and case systems.
Role type
Tier 2 Technical Support Engineer
Builds
Customer satisfaction and resolution of critical infrastructure security issues
Domain
Cybersecurity / IT Operations
Deliverable
client delivery
Required skills
Windows and Windows Server administration, basic networking concepts, Linux troubleshooting, log analysis, SCADA communications troubleshooting, DevOps tools (Docker, Kubernetes, Terraform, Ansible), monitoring tools (Prometheus, ELK stack), scripting (Bash, PowerShell, Python), database management (MySQL, MongoDB)
Preferred skills
Programming experience, Mac OS familiarity, cybersecurity domain expertise, network integration skills (Cisco, Juniper, etc.), SCADA/PLC OEM certifications, cloud services experience (AWS, GCP), Linux infrastructure experience
Technologies
Docker, Kubernetes, GCP GKE, Terraform, Ansible, Zipkin, Sentry, Prometheus, ELK stack, MySQL, MongoDB, Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme
Responsibilities
Handle escalated technical issues from Tier 1 via phone, case system, and chat; Provide advanced troubleshooting via log analysis and system diagnostics; Conduct remote sessions with customers; Reproduce issues in lab environments to validate solutions; Collaborate with Tier 1 and Tier 3 support; Contribute to knowledge base creation and updates; Mentor L1 support staff
Seniority
Mid-level, hands-on IC