Support Engineering Intern

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life. The Position We are looking for a Support Engineering Intern to join our Level 1 technical support team for six months. You will work alongside experienced engineers on live customer cases: investigating issues, reproducing them in lab environments, and helping customers deploy and configure our products. This is not a shadowing program. From your first weeks you will own real tickets, with a mentor beside you. We are especially interested in people who are curious about AI and automation. Every case we handle is different, and getting to an answer means digging through logs, documentation, and past investigations. AI and good internal tooling can make that work sharper and faster — better search across our knowledge base, quicker log analysis, cleaner first drafts of technical documentation. If that is something you enjoy exploring, you will have room to experiment here and a team that will adopt what proves useful. What You'll Do Customer Issue Management Work the queue of open support tickets alongside your mentor, helping ensure timely resolution. Investigate and diagnose reported technical issues — gather information, reproduce the problem, and narrow down the cause. Search internal knowledge systems (FAQs, troubleshooting guides, past tickets, product documentation, internal wikis) to find solutions before escalating. Escalate complex cases to senior engineers with clear, well-documented troubleshooting notes. Communicate clearly and professionally with customers via email, chat, and ticketing tools. Technical Assistance & Troubleshooting Help customers with installation, configuration, and integration of OPSWAT products. Build and maintain lab environments used to reproduce customer scenarios. Work with Product, Engineering, and QA teams to get to the bottom of technical challenges. AI & Automation (where you can make a mark) Identify repetitive, manual steps in the daily support workflow and propose ways to automate them. Use AI assistants responsibly to speed up research, draft case summaries, and produce first-pass knowledge base content — always with human review before anything reaches a customer.. Help the team evaluate AI-assisted support tooling and share what works and what doesn't. Contribute to prompt libraries, internal documentation, and reusable templates the wider support organization can use. Documentation & Knowledge Sharing