(Sr.) Technical Support Engineer

About TXOne Networks

TXOne Networks provides cybersecurity solutions for ICS and OT environments using the OT zero trust methodology. We collaborate with top manufacturers and infrastructure operators to develop practical defense strategies that eliminate security vulnerabilities in industrial settings. TXOne ensures the availability of industrial systems by mitigating cybersecurity challenges that can disrupt operations. Our solutions empower customers to benefit from networked control systems while maintaining operational resilience, personnel safety, and asset security. TXOne Networks is honored to be named again as one of the 10 Coolest IoT Security Companies by CRN in Mar 2025.

Job Summary

We are seeking a (Sr.) Technical Support Engineer to provide exceptional technical support to our customers. The Technical Support Engineer will be responsible for troubleshooting technical issues, answering customer queries, and providing training and guidance to customers on our products and services. The Technical Support Engineer will work closely with our engineering and product development teams to identify and resolve technical issues and will be a key point of contact between our customers and the company.

Key Responsibilities

• Provide technical support to customers and troubleshooting technical issues.
• Collaborate with cross-functional teams, including engineering and product development, to identify and resolve technical issues.
• Provide training and guidance to customers on our products and services.
• Ensure that technical support tickets are addressed within agreed-upon SLAs and that customer satisfaction levels are met or exceeded.
• Document technical issues and solutions in our knowledge base to improve support efficiency.
• Participate in product testing and provide feedback to the product development team.
• Develop and maintain positive relationships with our customers, promoting our products and services, and identifying opportunities for upselling.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• Minimum of 3 years of experience in technical support or a related field.
• Strong technical skills, including knowledge of software development, networking, and cybersecuirty.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Customer-focused mindset with a passion for delivering exceptional customer service.

Equal Opportunities Statement

At TXOne Networks, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.