Technical Support Engineer (L1)

 

We are looking for an Associate Support Engineer 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. 

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. 

The position will be based in Taipei, Taiwan.

Key Responsibilities 

• Customer Issue Management 

  • Monitor and manage the queue of open support tickets, ensuring timely resolution. 

  • Track customer status, support level, and previous interactions to provide effective assistance. 

  • Investigate and diagnose reported technical issues by gathering relevant information and attempting to replicate the problem. 

  • Leverage internal knowledge management systems (FAQs, troubleshooting guides, previous tickets, product documentation, internal wikis) to identify solutions before escalating cases.  

  • Escalate complex or unresolved issues to senior engineers or product teams, ensuring detailed documentation of troubleshooting steps taken.

  • Maintain clear and professional communication with customers throughout the support process via email, chat, and phone. 

  • Track customer satisfaction and proactively follow up on outstanding cases to ensure resolution. 

• Technical Assistance & Troubleshooting 

  • Assist customers with i