Support Engineering Intern (AI & Automation Focus)

The Position

OPSWAT protects the world's critical infrastructure. Our technology sits between the internet and the networks that keep power grids, hospitals, airports, and manufacturing plants running — which means the problems our support team solves are real, technical, and consequential. 

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 Will be Doing

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 

• Keep 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. 

• Keep up with product updates, new features, and security industry developments. 

What We Need from You 

You do not need professional experience. We care far more about how you think and how quickly you learn. 

• Currently studying toward a degree in Computer Science, Information Technology, Cybersecur