Technical Support Engineer

We are looking for a 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.

WHAT YOU WILL DO

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 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.