Technical Support Engineer at Opswat

About the Role

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

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 to identify solutions before escalating cases
• →Escalate complex or unresolved issues to senior engineers or product teams, ensuring detailed documentation
• →Maintain clear and professional communication with customers throughout the support process
• →Track customer satisfaction and proactively follow up on outstanding cases
• →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 to address technical challenges
• →Documentation & Reporting
• →Maintain detailed records of customer interactions and resolutions
• →Create and update knowledge base articles, FAQs, and troubleshooting guides
• →Ensure accurate categorization and tagging of tickets
• →Continuous Learning & Improvement
• →Stay up to date with product updates, new features, and industry trends
• →Participate in internal training sessions and gain certifications
• →Collaborate with the team to identify areas for process improvement