Support Engineer

17 hours ago

Dubai, Dubai, United Arab Emirates OPSWAT Full time

OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks. Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology integration partners, OPSWAT is a pioneer and leader in data sanitization, vulnerability detection, multi-scanning, device compliance, and cloud access control.

OPSWAT. Protecting the World's Critical Infrastructure

The Position

OPSWAT is searching for a senior level, UAE based Customer Support Engineer & Technical Account to focus on customers in the Middle East, Turkey, and Africa as part of our Global Customer Experience team. The engineer will visit customers at their site; develop ongoing relationships with them as a trusted technical advisor; coordinate with colleagues in our global Support team to respond to customers' technical queries and issues in order to resolve them quickly and satisfactorily, including escalating bugs to the R&D team and managing the process to get the customer's environment properly patched or upgraded; and be the "voice of the customer", representing their needs to the rest of OPSWAT. He or she will also work with the META Go To Market team to help execute the strategy set forth by the Vice President of Sales for that region. As a member of a dynamic company, he or she will also be involved in other activities such as technical assistance to the Sales team, helping to test and assess new products and product releases, and other special projects.

What You Will Be Doing

  1. Collaborating with the global OPSWAT Support team to resolve customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs.
  2. Working in a Technical Account Manager capacity to customers who are often very technically oriented (typical customers are engineers and IT personnel).
  3. Maintaining strong customer relationships through:
    1. Regularly scheduled conference calls to review open issues.
    2. In-person meetings
  4. Improving issue management processes within the company.
  5. Coordinating activity between Support, R&D, Product Management, and other departments.
  6. Gaining expertise (both functional and limited technical) in OPSWAT products.
  7. Getting engaged in other special project activities.
  8. Understanding customer IT requirements and goals
  9. Providing advice on the use of technology to implement OPSWAT products.

What We Need From You

  1. Bachelor's degree in a Computer Science, technical discipline, or equivalent experience.
  2. Experience working with customers in the Middle East, Turkey, and Africa.
  3. Availability and willingness to travel as necessary to your assigned accounts.
  4. Strong knowledge of Windows and Windows server.
  5. Basic knowledge of Linux, with an interest to expand that knowledge.
  6. Good foundation and willingness to expand knowledge of networking concepts.
  7. Basic knowledge of and willingness to expand knowledge of cybersecurity and critical infrastructure protection.
  8. Strong presentation skills (be able to describe things and convey ideas to others in an easy way).
  9. A proven customer-oriented attitude, including the ability to work with difficult and/or frustrated customers.
  10. A passion for solving problems and making customers happy.
  11. Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.

It Would Be Nice If You Had

  1. Experience working with global teams.
  2. Cybersecurity domain experience, including file security, device security, network security and etc.
  3. Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc.).
  4. Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack).
  5. Experience in Cloud Based Services (e.g. AWS, GCP).
  6. Experience working on Linux based infrastructure.
  7. Experience working with scripting languages such as bash script, PowerShell, and Python.
  8. Configuration and management of databases such as MySQL, Mongo.
  9. Experience in providing customer support of technical software products.

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