Senior Technical Support Specialist

7 days ago

Ottawa, Ontario, Canada Abacus Service Corporation Full time
Job Description

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Abacus Service Corporation. As a key member of our Global Support Success team, you will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level to customer interactions.

The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible. You will work closely with global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issues and attend team calls to free up the team lead to focus more on the daily management of the support staff.

You will also work closely with product and program managers, customers, and third party vendors as necessary, providing support throughout the customer issue lifecycle. This includes answering customers' questions, troubleshooting and resolving customer issues with complex technical products, advising customers, working to diagnose customer issues with Thales Encryption products, and interpreting logs and error messages.

Key Responsibilities
  • 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 with Thales Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
  • Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
  • Provide guidance and support on how to use Thales products with rd 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.
  • 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.
Requirements
  • Bachelor's degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
  • 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.
  • Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
  • Working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv vs IPv.
  • 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)
  • to 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.
Preferred Qualifications
  • Familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
  • Master's degree in Engineering, Computer Science and or another relevant field of study.
  • Knowledge of Docker/Containers and Kubernetes
  • Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage
Estimated Salary Range

$120,000 - $150,000 per year based on location, experience, and qualifications.

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