Support Engineering Intern

About the Role

OPSWAT is seeking a Support Engineering Intern for a six-month, part-time (at least 30 hours per week) engagement to join their Level 1 technical support team. This role involves working directly on live customer cases, investigating issues, reproducing them in lab environments, and assisting customers with product deployment and configuration. The intern will be assigned real tickets from the start, with a mentor available for guidance. A strong interest in AI and automation is particularly valued.

Key Responsibilities

Customer Issue Management

• Work through the queue of open support tickets, contributing to timely resolutions.
• Investigate and diagnose technical issues by gathering information, reproducing problems, and identifying root causes.
• Utilize internal knowledge systems (FAQs, troubleshooting guides, past tickets, product documentation, internal wikis) to find solutions before escalating.
• Escalate complex cases to senior engineers with detailed 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 suggest automation solutions.
• Use AI assistants for research, drafting case summaries, and generating initial knowledge base content, ensuring human review before customer delivery.
• Assist in evaluating AI-assisted support tooling and sharing findings.
• 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 on product changes, new features, and cybersecurity industry developments.

Requirements & Tech Stack

Qualifications

• Currently pursuing or recently completed a degree in Computer Science, Information Technology, Cybersecurity, or a related field.
• Available for the full 6 months, with a minimum commitment of 30 hours per week.
• Proficient with Windows and Linux, including filesystem navigation, reading logs, software installation, and terminal usage.
• Basic understanding of networking concepts (TCP/IP, DNS, ports, firewalls).
• Strong analytical skills and a problem-solving mindset.
• Excellent written and spoken English.
• Genuine curiosity and interest in AI and automation, with prior experience in personal projects, scripting, or workflow improvements being a plus.
• Collaborative attitude and the confidence to ask questions.

Nice to Have

• Hands-on experience with AI tools such as ChatGPT, Claude, or GitHub Copilot applied to real tasks.
• Scripting or automation experience in Python, Bash, or PowerShell.
• Familiarity with ticketing systems (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).
• Participation in personal projects, hackathons, CTFs, or open-source contributions.