Technical Support Engineer (資深) 技術支援工程師

薪資範圍:800,000 ~ 1,500,000 TWD / year

公司名稱: OSPWAT

職務：

OPSWAT 目前正在招募 (資深) 技術支援工程師加入我們的客戶支援團隊。(資深) 技術支援工程師負責管理客戶問題，以確保客戶問題得到快速且滿意的解決。同時也致力於指導和帶領他人參與支援團隊，改善客戶支援流程，維持高水準的客戶滿意度。身為成長且充滿活力的公司，技術支援工程師也參與其他活動，例如向銷售團隊提供技術協助、協助客戶整合 OSPWAT 產品、協助測試和評估新產品和產品發行，以及其他特殊專案。我們正在尋找一個充滿活力和積極的人，他們喜歡與客戶互動，解決客戶問題與產品技術問題，了解新技術，為 OPSWAT 的快速成長做出貢獻。

工作內容：

• 快速且全面地解決客戶問題 (通常是技術問題)，確保符合已發佈的客戶服務水準
• 與技術導向的客戶密切合作（一般客戶是工程師和 IT 人員
• 支援全球的客戶，透過各種工具維持緊密的客戶關係
• 定期安排電話會議，以檢討未決問題
• 偶爾舉行的面對面會議
• 及時且令人放心的更新有關未決問題的技術服務案件
• 改善公司內部的問題管理流程
• 協調支援、研發、產品管理及其他部門之間的活動；
• 指導及協助支援小組，包括本地及遠端辦公室
• 掌握 OPSWAT 產品的專業知識（產品功能與資安技術）
• 根據要求進行現場並提供專業服務 (訓練、系統實作、安裝建置、故障排除)。
• 參與其他特殊項目活動，如 OPSWAT Acadamy、滲透測試。

我們需要您具備以下能力：

• 大學以上資訊相關學經歷
• 對Windows及Windows Server有深厚的知識；
• 良好的網絡概念與基礎;
• Linux 的基本知識，有興趣擴展這些知識;
• 良好的英語口語及書寫能力；
• 良好的中文能力（繁體中文）；
• 簡報技巧（能夠簡單地描述事物和向他人傳達想法）;
• 以客為導向的態度，包括能夠與困難和/或沮喪的客戶合作；
• 熱衷於解決問題，讓客戶滿意；
• 能夠邏輯思考，分析日誌，解決電腦軟件和資訊科技相關問題；
• 強大的組織能力
• 具有客戶支援的經驗是一個加分的優點;
• 具有程式測試經驗是一個加分優點;
• 與世界各國同事團隊合作的經驗。
• 熟悉計算機編程。
• 熟悉 Mac 作業系統的技術知識。
• 網絡安全與資訊安全知識，包括檔案安全、裝置安全、網絡安全等
• 廣東話是一個加分的優點
• 具有資安相關認證佳

工作類型: 全職, 長期

薪資： 800,000.0元至1,500,000.0元（每年）

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The Position

OPSWAT is now searching for (Senior) Technical Support Engineer to join our Customer Support team. The (Senior) Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily. He or she 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 growing and dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects. We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and “doing what it takes” to contribute to OPSWAT’s quick growth.

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 projects activities like OPSWAT Academy, Pen. Test per request

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 spoken and written English language skills;
• Strong spoken and written Mandarin language skills (Traditional Chinese);
• 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;

It Would Be Nice If You Had:

• Experience working with offshore teams.
• Familiarity with computer programing.
• Technical familiarity with Mac OS.
• Cyber security domain experience, including file security, device security, network security and etc.
• Cantonese Language Proficiency is a plus.
• Certificate of security is a plus.

OPSWAT 為一間全球化的資安防護公司，針對不同企業的需求及特性，致力於研發及提供不同的資安解決方案，以保護企業的資料安全、減少資料被竊取的風險和來自惡意軟件的攻擊威脅。
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OPSWAT 總部位於美國舊金山，在世界多處設有辦公室及聯絡處，為一間全球化的資安防護公司。OPSWAT 保護關鍵基礎設施，並以消除惡意軟體和零時差攻擊為首要目標。OPSWAT 相信，每個檔案和每個設備都可能是潛在威脅，必須隨時在所有位置應對威脅（包括進入、退出和靜態狀態）。因此，OPSWAT 的產品專注在威脅防護及流程建立，以實現安全的資料傳輸和設備存取，進而讓生產系統的資安風險降到最低。這也就是為什麼美國98％的核電單位都信任 OPSWAT 所提供的網路安全性與合規性。自 2002 年起，OPSWAT 針對不同企業的需求及特性，持續研發並提供不同的資安解決方案給企業用戶，以保護企業的資料安全、減少資料被竊取的風險和惡意軟體的攻擊威脅。憑藉近20年在資安領域上的專業，OPSWAT 在全球已擁有超過 1200 位客戶及合作夥伴。

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