Technical Support Engineer- US

Description

OTORIO is a global OT cybersecurity company focused on proactive digital risk mitigation for critical infrastructure and industrial manufacturing. We partner with enterprises worldwide to secure their digital transformation, combining the mission-critical expertise of national cybersecurity veterans with industrial and operational know-how. Our solutions deliver comprehensive risk assessment, monitoring, and management across OT, IT, and IIoT network environments.

Our team values collaboration, creativity, and a customer-first approach, working with passion to shape the future of industrial cybersecurity. If you’re eager to be part of this vision and contribute to extraordinary outcomes, we’d love to meet you.

Key Responsibilities:

• Customer Assistance: Provide expert technical support to customers for OT cybersecurity products, addressing technical inquiries, troubleshooting issues, configuration, and operational guidance.
• Diagnostics & Reporting: Diagnose and document product issues, focusing on Linux-based appliances in hardware, software, and virtual machine formats.
• Issue Tracking: Maintain clear records of customer issues and resolutions, ensuring timely and effective problem-solving.
• Product Knowledge Mastery: Attain deep expertise in our product suite, staying up to date on all updates and new releases.
• Knowledgebase Curation: Author and update articles and troubleshooting solutions in our online knowledgebase to support customer self-service.
• Cross-Team Collaboration: Work closely with R&D teams to address priority support issues, communicate customer feedback , and provide real-world use case data to QA/testing teams.
• Documentation Improvement: Help enhance product documentation, ensuring it’s accurate, clear, and comprehensive.

Requirements

• 4-5 years of related experience in support roles for a B2B product - Must
• 2-3 years experience with installing and troubleshooting network devices
• 2-3 years experience as a Linux power user and diagnosticia 
•  2-3 years of Windows administration or helpdesk experienc  Demonstrated problem isolation and diagnostic skills

Qualifications (Preferred):

• Good oral and written communication skills
•  Experience in a customer-facing role
• Demonstrated ability to communicate complex technical information clearly, accurately, and appropriately
• Familiarity with IP network protocols and services, Linux, CLI, virtualization, hardware
•  Strong personal organization, follow-up, and initiative, coupled with ability to re-prioritize tasks

Nice-to-haves:

•   Experience supporting users of cybersecurity products and/or services
•  Experience with hardware troubleshooting and diagnosis