The Position

OPSWAT is now searching for a mid-to-senior level Professional Services Engineer (Delivery Engineer) to join our Global Customer Experience team and help our customers in Japan. In the Professional Service capacity, the engineer will respond to customers’ technical queries and issues with the goal of resolving them quickly and satisfactorily, including escalating bugs to the R&D team and coordinating the process to get the customer’s environment properly patched or upgraded. In the Professional Services capacity, the engineer will implement and integrate OPSWAT products and solutions purchased by customers, offer advice on best practices, provide knowledge transfer on administering the solution, and expose the customer to other OPSWAT solutions that might benefit them. The Joint Professional Services and Technical Support Engineer also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap. As a member of a dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping to test and assess new products and product releases, and other special projects.

What You Will Be Doing

• Resolving customer issues (which are often technical issues) rapidly and comprehensively, making sure to meet published SLAs.
• Working closely with technically oriented customers (typical customers are engineers and IT personnel).
• Maintaining strong customer relationships through:
• Regularly scheduled conference calls to review open issues.
• Occasional in-person meetings
• Timely and reassuring updates to tickets on open issues
• Improving issue management processes within the company.
• Coordinating activity between Support, R&D, Product Management, and other departments.
• Mentoring and assisting the support team, both locally and in remote offices.
• Gaining expertise (both functional and limited technical) in the OPSWAT products.
• Managing and contributing to light technical one-off projects.
• Going onsite and delivering professional services (training, system implementation) per request.
• Getting engaged in other special project activities like OPSWAT Academy, Pen. Test per request
• Understanding customer IT requirements and goals
• Providing professional services for the implementation of OPSWAT products.
• Providing advice on the use of technology to implement OPSWAT products.
• Managing IT initiatives and work with internal technical staff.
• Implementation services will be either onsite or remote.
• Verifying that everything is working as expected. Professional Services include an integration test to validate the implementation.
• Technical Support to Professional Services ratio: 80%:20% (may change depending on situation).

What We Need From You

• Bachelor's degree in a technical discipline, or equivalent experience.
• Strong knowledge of Windows and Windows server.
• A good foundation of basic networking concepts.
• Basic knowledge of Linux, with an interest to expand that knowledge.
• Strong verbal and written skills in both English and Japanese.
• Presentation skills (be able to describe things and convey ideas to others in an easy way).
• A proven customer-oriented attitude, including the ability to work with difficult and/or frustrated customers.
• A passion for solving problems and making customers happy.
• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
• Strong organizational skills.
• Experience in providing customer support of technical software products is a plus.
• Testing experience is a plus.
• You are able to travel as necessary to your assigned accounts, and to Company meetings.
• Highly ethical and professional personal conduct.

It Would Be Nice If You Had

• Fluent in Japanese
• Experience working with offshore teams.
• Familiarity with computer programing.
• Technical familiarity with Mac OS.
• Cybersecurity domain experience, including file security, device security, network security and etc.
• Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).
• Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack).
• Experience in Cloud Based Services (e.g. AWS, GCP).
• Experience working on Linux based infrastructure.
• Experience working with scripting languages such as bash script, powershell, and Python.
• Configuration and management of databases such as MySQL, Mongo.