Joint Professional Services and Technical Support
Summary
OPSWAT is seeking a mid-to-senior-level Joint Professional Services and Technical Support Engineer to join our Global Customer Experience team in Riyadh, Saudi Arabia.
Responsibilities:
* Coordinate with colleagues in the global Support team to respond to customers’ technical queries and issues.
* Resolve customer issues quickly and satisfactorily, including escalating bugs to the R&D team.
* Manage the process to get the customer’s environment properly patched or upgraded.
* Implement and integrate OPSWAT products and solutions purchased by customers.
* Offer advice on best practices and provide knowledge transfer on administering the solution.
* Mentor and lead others on the support team to improve customer support processes.
* Maintain strong customer satisfaction and influence the product roadmap.
* Assist the Sales team with technical assistance and help test new products and releases.
* Engage in special projects as needed.
Qualifications:
* Mid-to-senior-level experience in technical support or professional services.
* Strong problem-solving skills and ability to troubleshoot technical issues.
* Experience with customer-facing roles and managing customer relationships.
* Familiarity with cybersecurity products and solutions.
* Excellent communication and collaboration skills.
This position is at our front lines, actively coordinating between engineering, sales, and our customers, ensuring smooth operations across various channels aiming for maximum efficiency.
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