<div class="content-intro"><p><span class="acronym-highlight">OPSWAT</span>, a global leader in IT, <span class="acronym-highlight">OT</span>, and <span class="acronym-highlight">ICS</span> critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.</p></div><p><strong>The Position</strong></p> <p> </p> <p data-renderer-start-pos="1200" data-local-id="b12b59fb0e0d">We are looking for an <strong data-renderer-mark="true">Technical Support Engineer</strong> 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. </p> <p data-renderer-start-pos="1543" data-local-id="4861d5cb2802">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. </p> <p data-renderer-start-pos="1718" data-local-id="1a33f1d63034">The position will be based in Taipei, Taiwan.</p> <p data-renderer-start-pos="1765" data-local-id="936d33a869e6"><strong data-renderer-mark="true">Key Responsibilities</strong> </p> <ul class="ak-ul" data-local-id="d33a290b2319" data-indent-level="1"> <li> <p data-renderer-start-pos="1790" data-local-id="4a8d66ecf2ee"><strong data-renderer-mark="true">Customer Issue Management </strong></p> <ul class="ak-ul" data-local-id="3f3cc94852af" data-indent-level="2"> <li> <p data-renderer-start-pos="1820" data-local-id="1301da2f7347">Monitor and manage the queue of open support tickets, ensuring timely resolution. </p> </li> <li> <p data-renderer-start-pos="1906" data-local-id="293f94655334">Track customer status, support level, and previous interactions to provide effective assistance. </p> </li> <li> <p data-renderer-start-pos="2007" data-local-id="3600f923e10f"><strong data-renderer-mark="true">Investigate and diagnose</strong> reported technical issues by gathering relevant information and attempting to replicate the problem. </p> </li> <li> <p data-renderer-start-pos="2137" data-local-id="6352e711acfb"><strong data-renderer-mark="true">Leverage internal knowledge management systems</strong> (FAQs, troubleshooting guides, previous tickets, product documentation, internal wikis) to identify solutions before escalating cases. </p> </li> <li> <p data-renderer-start-pos="2324" data-local-id="ddf65bb3a215">Escalate <strong data-renderer-mark="true">complex or unresolved issues</strong> to senior engineers or product teams, ensuring detailed documentation of troubleshooting steps taken.</p> </li> <li> <p data-renderer-start-pos="2467" data-local-id="de918d1e6634">Maintain <strong data-renderer-mark="true">clear and professional communication</strong> with customers throughout the support process via email, chat, and phone. </p> </li> <li> <p data-renderer-start-pos="2591" data-local-id="4ed6f222ff63">Track customer satisfaction and proactively follow up on outstanding cases to ensure resolution. </p> </li> </ul> </li> <li> <p data-renderer-start-pos="2694" data-local-id="f79664a4508f"><strong data-renderer-mark="true">Technical Assistance & Troubleshooting </strong></p> <ul class="ak-ul" data-local-id="3d66b505581b" data-indent-level="2"> <li> <p data-renderer-start-pos="2737" data-local-id="9b47b47752a5">Assist customers with <strong data-renderer-mark="true">installation, configuration, and integration</strong> of company products. </p> </li> <li> <p data-renderer-start-pos="2829" data-local-id="7ffdd9d87bb3">Guide customers through technical solutions and best practices. </p> </li> <li> <p data-renderer-start-pos="2897" data-local-id="bd0593d5cb69">Work closely with internal teams (Product Development, Engineering, QA) to address technical challenges. </p> </li> </ul> </li> <li> <p data-renderer-start-pos="3008" data-local-id="6aea9528aa74"><strong data-renderer-mark="true">Documentation & Reporting</strong> </p> <ul class="ak-ul" data-local-id="1414c4bcfb56" data-indent-level="2"> <li> <p data-renderer-start-pos="3038" data-local-id="6ee463cad522">Maintain <strong data-renderer-mark="true">detailed records of customer interactions</strong> and resolutions in the ticketing system. </p> </li> <li> <p data-renderer-start-pos="3134" data-local-id="830c10f9216b">Create and update knowledge base articles, FAQs, and troubleshooting guides. </p> </li> <li> <p data-renderer-start-pos="3215" data-local-id="329e9adc494f">Ensure accurate categorization and tagging of tickets for efficient tracking and reporting. </p> </li> </ul> </li> <li> <p data-renderer-start-pos="3313" data-local-id="130454b165f6"><strong data-re