Product Support Engineer

3 days ago

Singapore Waterfall Security Solutions Full time

Waterfall Security Solutions is a global leader in industrial cybersecurity, providing unbreachable protection to critical industrial systems since 2007.
Waterfall's employees make major contributions toward making our world a safer place by protecting critical infrastructure.
Work flexibly
At Waterfall Security, our workers are the most important assets, and keeping them happy and motivated is mission critical.
Live. Work. Thrive.
Waterfall's employees learn useful new skills on-the-job, gaining a strong understanding of industrial systems and cybersecurity.
We are looking for a
Customer Field/Support Engineer
for post-sale activities. The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support of Waterfall Solutions at the customer's site.
Responsibilities:
Provide Tier 1-3 level support including reproduction and documentation of system events.
Onsite and remote installation worldwide.
Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
Perform onsite customer training during initial installation and ongoing as required.
Collaborate with customers to engineer effective solutions incorporating our product.
Collaborate with the Pre-Sales and Sales Team as needed to educate as well as gather customer needs/requirements.
Monitor all assigned cases for customer support and update all activities on the company tracking system.
Document service and installation actions by completing forms, reports, logs, and records.
Requirements Mandatory:
3 to 5 years' experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security.
Advanced level – Windows and Linux environment mastery including OS installation, system modification, and debugging.
3 to 5 years of experience as a Technical Support Engineer or similar role.
Proven troubleshooting capabilities for software and hardware issues.
Great customer interpersonal and communication skills.
Availability for frequent traveling – approx. 40% of the time when applicable.
Experience with multidisciplinary systems.
Advantages:
High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.
Experience with OSI PI and OPC data systems installation and support.
Familiarity with SCADA – high level.
Knowledge of Industrial Control Systems (ICS).
Education:
BS/MS degree in Computer Science, Engineering, or related field.
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