Customer Field/Support Engineer
We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of Waterfall Solutions at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance.
Responsibilities
- Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events.
- Perform onsite and remote installations of Waterfall products worldwide.
- Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
- Conduct onsite customer training during initial installation and as needed thereafter.
- Work closely with customers to engineer and optimize solutions integrating Waterfall products.
- Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations.
- Manage assigned support cases and maintain accurate records in the company’s tracking system.
- Document all service and installation activities through detailed reports and logs.
Requirements (Mandatory)
- 3–5 years of experience working with IT or OT infrastructures — including networking fundamentals, traffic capture and analysis, network protocols, security, and scripting (e.g., batch files).
- Advanced proficiency in both Windows and Linux environments, including OS installation, system configuration, and debugging.
- 3–5 years of experience as a Technical Support Engineer or in a similar customer-facing technical role.
- Proven troubleshooting expertise for both software and hardware issues.
- Excellent interpersonal and communication skills with a strong customer-service orientation.
- Willingness to travel up to 40% of the time (as required).
- Experience with multidisciplinary systems (hardware, software, and networking).
Advantages
- Experience with database management and troubleshooting (MSSQL, MySQL, Oracle, PostgreSQL, MariaDB).
- Knowledge of OSI PI and OPC data systems installation and support.
- Familiarity with SCADA systems and Industrial Control Systems (ICS).
- Experience in pre-sales or customer technical engagement.
Education
- BS/MS in Computer Science, Engineering, or a related technical field.
Top Skills
What We Do
Through our software-enabled hardware platforms, we enable secure and reliable operations, protecting against both today’s cybersecurity challenges and those yet to come.
Since 2007, Waterfall Security Solutions has been providing the highest level of protection for critical infrastructure and vital industries. With headquarters in Israel and offices in UAE, Singapore, USA, Europe, and Australia, Waterfall delivers the highest level of OT protection while enabling safe connectivity, visibility, and secure remote access for industrial systems.
Waterfall Security safeguards the most sensitive and critical infrastructures across a wide range of industries including Power, Oil & Gas, Water Utilities, Rail, Manufacturing, Facilities, and Mining & Metals.
As cyberattacks on critical infrastructure are on the rise, software alone is not able to deliver sufficient protections. Waterfall’s unidirectional technology uses an innovative approach, combining unique hardware paired with dedicated software that provides industrial systems with dedicated protection while still allowing remote visibility and remote access.
Attackers are physically restricted with a hardware enforced barrier that that stops OT cyberattacks and shields industrial controls from any outside attempts to plant malicious code or any other harmful activity.
