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).
- 1-2 years 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.
