Support Engineering Intern (AI & Automation Focus)

About the Role

OPSWAT is seeking a Support Engineering Intern to join their Level 1 technical support team for a six-month period. This is a hands-on role where you will work on live customer cases, investigating issues, reproducing them in lab environments, and assisting customers with product deployment and configuration. The team is particularly interested in individuals curious about AI and automation.

Key Responsibilities

Customer Issue Management

• Work through open support tickets, ensuring timely resolution.
• Investigate and diagnose reported technical issues by gathering information, reproducing problems, and identifying causes.
• Search internal knowledge systems (FAQs, troubleshooting guides, past tickets, product documentation, wikis) for solutions before escalating.
• Escalate complex cases to senior engineers with clear, documented troubleshooting notes.
• Communicate professionally with customers via email, chat, and ticketing tools.

Technical Assistance & Troubleshooting

• Assist customers with the installation, configuration, and integration of OPSWAT products.
• Build and maintain lab environments for reproducing customer scenarios.
• Collaborate with Product, Engineering, and QA teams to resolve technical challenges.

AI & Automation

• Identify repetitive, manual steps in the daily support workflow and propose automation solutions.
• Use AI assistants responsibly to expedite research, draft case summaries, and create initial knowledge base content (with human review).
• Assist the team in evaluating AI-assisted support tooling.
• Contribute to prompt libraries, internal documentation, and reusable templates.

Documentation & Knowledge Sharing

• Maintain accurate records of customer interactions and resolutions in the ticketing system.
• Write and update knowledge base articles, FAQs, and troubleshooting guides.

Learning & Growth

• Complete OPSWAT product and cybersecurity training, including certifications through the OPSWAT Academy.
• Stay updated with product updates, new features, and security industry developments.

Requirements & Tech Stack

General

• Currently studying toward a degree in Computer Science, Information Technology, Cybersecurity, or a related field — or a recent graduate.
• Available for the full 6 months, at least 30 hours per week.
• Strong analytical instincts.
• Excellent written and spoken English.
• Genuine curiosity about AI and automation, with a preference for demonstrated personal projects or automation efforts.
• Collaborative attitude and confidence to ask questions.

Technical Skills

• Comfortable with Windows and Linux (navigating filesystems, reading logs, installing software, using terminals).
• Basic understanding of networking (TCP/IP, DNS, ports, firewalls).

Nice to Have

• Hands-on experience with AI tools (e.g., ChatGPT, Claude, GitHub Copilot) applied to real tasks.
• Scripting or automation experience in Python, Bash, or PowerShell.
• Familiarity with ticketing systems (e.g., Jira, Zendesk, ServiceNow, Salesforce Service Cloud).
• Basic understanding of cloud platforms (AWS, Azure, Google Cloud).
• Interest in cybersecurity concepts (malware analysis, threat detection, secure file transfer, OT/ICS environments).
• Personal projects, hackathons, CTFs, or open-source contributions.

What We Offer

• A paid internship.
• A dedicated mentor and a structured 6-month learning plan with regular feedback.
• Free access to OPSWAT Academy certifications.
• Real exposure to critical infrastructure security.
• Freedom to experiment with AI and automation.
• A clear path to a full-time Associate Support Engineer offer for successful interns.