Client Services Engineer
3 weeks ago
Location: Ottawa, ON
RESPONSIBILITIES
- Identify and document issues consistently and clearly using group tools.
- Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.
- Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/ enhancements/ upgrades.
- Advise customers, work to diagnose customer issues, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
- Provide guidance and support on how to use the products with 3rd party solutions and supported integrations.
- Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
- Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
- 5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.
- A basic understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment.
- Familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
- Working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6.
- Basic Knowledge of programming languages (C/C++ and/or Java). Knowledge of RSA PCKS Public-Key Cryptography Standards.
- Database skills (Oracle and MS SQL Server).
- Knowledge of virtual environments (VMWare or equivalent).
- Familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
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