Technical Support Engineer

We are looking for an Associate 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

• Bachelors 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.

Required Experience:

IC