About the position
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 2 to 3 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. 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.
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 Crypto 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 3rd party solutions and supported integrations.
- Reproduce previously unknown issues (if need be) and interface with the 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 ensure 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.
- Good understanding of Active Directory and LDAP-based directories.
- Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
- Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.
- Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint.
- Knowledge of virtual environments (VMWare or equivalent).
- Databases (MSSQL, Oracle or MySQL).
- Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall.
- MS Windows Server and Linux.
- Hands-on experience with MongoDB and other databases such as MySQL, Oracle, and MS SQL; solid command of SQL.
- Scripting and automation experience using bash, Python, or similar.
- 5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.
Nice-to-haves
- Master's degree in Engineering, Computer Science and or another relevant field of study.
- Database skills (Oracle and MS SQL Server).
- Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage.
Benefits
- Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.
- Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period.
- Company paid holidays and Paid Time Off.
- Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program.
