Senior/Team Lead - Professional Services + Technical Support
OPSWAT
Protecting the World’s Critical Infrastructure
OPSWAT, a global leader in IT, OT, and ICS 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.
Position
OPSWAT is seeking a motivated and experienced Senior/Team Lead - Joint Professional Services and Technical Support to join our Global Customer Experience team in India. This role combines leadership, customer-facing technical expertise, and operational improvement to enhance both Professional Services and Technical Support functions. The successful candidate will oversee the delivery of customer projects, handle escalations, and collaborate with internal stakeholders to optimize tools and processes. They will also lead workshops, analyze areas for automation, and prioritize business needs to improve operational efficiency and the overall customer experience.
What You Will Be Doing
- Customer Engagement and Escalation Management
- Handle customer projects and escalations, ensuring timely and effective resolution.
- Work closely with the global Support team to resolve technical issues while meeting published SLAs.
- Act as a Technical Account Manager, maintaining strong relationships with technically oriented customers, including engineers and IT personnel.
Professional Services Delivery
- Deliver onsite workshops, training sessions, and system implementations as required.
- Collaborate with customers to understand their IT requirements and goals, offering tailored advice on OPSWAT solutions.
- Provide expert guidance on the implementation and integration of OPSWAT products.
Process Optimization and Automation
- Analyze and identify areas for optimization and automation in Professional Services and Technical Support processes and tools.
- Lead initiatives to enhance operational efficiency and improve the customer experience by implementing innovative solutions.
Leadership and Collaboration
- Mentor and guide the support team, fostering a culture of continuous learning and excellence.
- Collaborate with internal stakeholders, including R&D, Product Management, and Sales teams, to align priorities and resolve complex issues.
- Contribute to improving issue management processes and influence product roadmaps based on customer feedback.
Operational Excellence
- Coordinate regular customer engagements, including conference calls and in-person meetings, to review and address open issues.
- Manage cross-functional activities to ensure seamless communication and issue resolution.
- Engage in special projects, such as testing new products and assisting the Sales team with technical pre-sales efforts.
What We Need from You
- Bachelor's degree in computer science, Information Technology, or a related field.
- 5+ years of experience in Technical Support, Professional Services, or a similar role, with at least 2 years in a leadership capacity.
- Strong technical background and familiarity with IT environments, including system implementation and troubleshooting.
- Excellent interpersonal and communication skills, with a proven ability to build relationships with customers and internal teams.
- Demonstrated ability to analyze and improve operational processes.
- Experience leading onsite workshops and providing professional training is a plus.
It Would Be Nice If You Had
- Experience working with global teams.
- 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.
- Experience in providing customer support of technical software products.
What We Offer
- A collaborative and innovative work environment.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- The chance to work on cutting-edge technologies and make a meaningful impact.
- Join OPSWAT and lead the way in delivering world-class customer experiences and operational excellence. Apply today to be part of a team that is shaping the future of cybersecurity solutions.
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.
Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.