Technical Support Engineer (L1)

OPSWAT , a global leader in IT, OT , and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life. The Position   We are looking for an Technical 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).  At least 1 year 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.    OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws. Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.