Client Services Engineer

Department: CAF : CCCAN_CAF_DIS-CPL Job Category: R&D: Systems Engineering & General Studies Job Code: Hardware Application Engineer:POS Job Title: Client Services Engineer Keywords: Number of Positions: Remaining Positions: Duties:

As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level to customer interactions. In addition, Sr. Client Services Engineer will provide mentorship to support peers and be a backup resource for the team lead.

The primary focus of this positon is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.

The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third party vendors as necessary, providing support throughout the customer issue lifecycle.

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. Skills: 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 Ability to travel as required. Work AM – PM or AM to PM (EST hours) Occasionally provide after hours and weekend support of products on an on-call. The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there ii no unnecessary burden on any particular engineer. Education: 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. years is the minimum of years needed. Hybrid role- days onsite to start (may require to switch to days) Languages: English Read Write Speak Attachments: Skills and Experience Skills: Required RADIUS Additional Languages: English( Speak, Read, Write ) Minimum Degree Required: Also Preferred: Location Client Location Country: Canada State/Province: Ontario City: Ottawa Address: Colonnade Road POSTAL CODE: KE M Work Location Same as Client Location Other Client Location Work Completed Offsite Schedule Start Date: // Hours Per Week: Est. End Date: // Hours Per Day: Schedule Notes: Days Per Week:

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Employee Job Title: Sr. Client Services Engineer Generic Job Profile Title: Product Support Engineer LR: Global Business Unit: Client Business Line: CPL_Client Services Location: Ottawa, Canada Remote Eligible Reports To (Functional Manager Job Title) : Sr. Manager, Client Services Reports To ( Matrix Manager Job Title ): USA FLSA (Exempt/Non Exempt): N/A FT, PT, Fixed Term (CAN), Intern : FT Formal Supervision of Others: Yes or No Yes No If yes, indicate the average possible direct reports and perimeter reports managed? Direct: N/A Perimeter: N/A Date Finalized by Manager: // For Use By Compensation / HR Partner Team Validated Level of Responsibility (LR) Validated Job Family Validated Job Benchmark Validated Job Profile LR – Product Support Product Support Engineer Validated USA FLSA Classification: Exempt Non-Exempt Date Validated (and Initialed) by Compensation / HR Partner: //; Julie Johnson, HRP (KD) Position Summary
As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level to customer interactions. In addition, Sr. Client Services Engineer will provide mentorship to support peers and be a backup resource for the team lead.

The primary focus of this positon is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.

The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third party vendors as necessary, providing support throughout the customer issue lifecycle.
Essential Functions / Key Areas of Responsibility 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. Chorus Role(s)
Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language 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 Physical Demands Prolonged periods of sitting at a desk and working on a computer. Regulatory Compliance Requirements: Please review values for Canada and USA, selecting ALL that apply: Canada role þ None ☐ Access to Trade Controlled Items ☐ Access to Controlled Goods ☐ Security Clearance USA Role þ None ☐ CFIUS ☐ CJIS ☐ CUI ☐ Trade Compliance Access Describe Specific need: Special Position Requirements Ability to travel as required. Work AM – PM or AM to PM (EST hours) Occasionally provide after hours and weekend support of products on an on-call. The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there ii no unnecessary burden on any particular engineer. The above has been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of this position with or without notice and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

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