Handle complex technical issues from tier 1 via phone, case system, and chat.
Provide advanced troubleshooting for OPSWAT solutions via logs, diagnostics, and network configs.
Conduct remote sessions with customers and reproduce issues in lab environments.
Escalate complex issues to tier 3 and collaborate with Tier 1/3.
Maintain clear, professional communication and adhere to SLA commitments.
Contribute to knowledge base and mentor L1 support.

🎯 Requirements

Strong knowledge of Windows and Windows Server.
Basic networking concepts foundation.
Linux basics with interest to expand.
Hands-on with Docker, Kubernetes, and CI/CD tools.
Strong spoken and written English.
2-4 years of experience in customer support of technical software or helpdesk.

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