Job Overview
Location
San Francisco, California, United States
Job Type
Full-time
Category
Customer Support
Date Posted
May 6, 2026
Full Job Description
đź“‹ Description
- • As an L2 Technical Support Engineer at OPSWAT, you will play a critical role in safeguarding global critical infrastructure by resolving complex technical issues for enterprise and government clients using OPSWAT’s cybersecurity platform. Your expertise ensures network security, device protection, and compliance for organizations worldwide.
- • Day to day, you will diagnose and escalate technical issues from Tier 1 support via phone, chat, and case systems; conduct remote customer sessions; reproduce issues in lab environments; analyze logs and system configurations; validate bug fixes; collaborate with Tier 1 and Tier 3 teams; provide SLA-compliant status updates; maintain professional communication to ensure high CSAT; contribute to knowledge base articles; mentor L1 support; and participate in delivery services and side projects as needed.
- • You will join OPSWAT’s Customer Support team within a global leader in IT, OT, and ICS cybersecurity, trusted by over 1,700 organizations, governments, and institutions to protect critical infrastructure. The company fosters innovation and growth, offering a mission-driven environment where your work directly impacts the security of essential systems worldwide.
- • In this role, you will deepen your expertise in cybersecurity, DevOps tools, network troubleshooting, and SCADA systems; enhance your customer-facing technical communication and problem-solving skills; gain experience with enterprise-grade software support; and grow into a trusted technical advisor while contributing to process improvements and knowledge sharing within a high-performing support organization.
🎯 Requirements
- • At least 2-4 years of experience in technical customer support for software products or a technical helpdesk environment
- • Strong foundation in basic networking concepts and hands-on understanding of major DevOps tools including Docker, Kubernetes (GCP GKE), CI/CD, Terraform, Ansible, and monitoring/logging tools (Zipkin, Sentry, Prometheus, ELK stack)
- • Ability to think logically, analyze logs, and troubleshoot computer software and IT-related issues, including SCADA communications
- • Basic knowledge of Linux with interest in expanding expertise
- • Strong spoken and written English, excellent communication and interpersonal skills, proven customer-oriented attitude, and strong team collaboration and organizational skills
🏖️ Benefits
- • Opportunity to work with a global leader in cybersecurity protecting critical infrastructure for over 1,700 organizations worldwide
- • Involvement in professional delivery services and side projects, enabling skill diversification and impact beyond core support
- • Mentorship opportunities with L1 support and contribution to support process improvement and knowledge base creation
- • Exposure to advanced technologies including cloud platforms (AWS, GCP), scripting languages (bash, PowerShell, Python), and database systems (MySQL, MongoDB)
- • Work in an inclusive, equal-opportunity environment that values diversity and prohibits discrimination based on any protected characteristic
Skills & Technologies
About OPSWAT Inc.
OPSWAT is a global cybersecurity company that provides solutions to protect organizations from malware and zero-day threats. Their technology focuses on deep content inspection, vulnerability management, and threat intelligence. OPSWAT's platform is used by governments and enterprises worldwide to secure their IT infrastructure, including endpoints, networks, and cloud environments. They offer a comprehensive suite of products designed to detect, prevent, and remediate cyber threats, ensuring data security and operational continuity. The company's core mission is to foster a secure digital world by delivering advanced cybersecurity technologies and services.
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