Client Services Engineer

CLIENT SERVICES ENGINEER

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.

BASIC QUALIFICATIONS

• 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.