Technical Support Engineer

at InterSources Inc.
Location Ashburn, Virginia
Date Posted June 22, 2022
Category Engineering
Job Type Full Time

Description

Job Title: Technical Support Engineer Job Type: Fulltime Job Location: Ashburn, VA
Job Purpose:

  • Provides break/fix support of the Hardware Security Module (HSM), Enterprise Security Key Manager ( ESKM ), and related devices to customers, internal field personnel, and partners.
  • Create detailed, comprehensive, and well-structured internal and external support knowledge articles.

Duties & Responsibilities:

  • Reports problems and recommends fixes to internal and external development organizations.
  • Presents training on the use of products, encryption solutions, and general security practices to customers, internal personnel, sales people, and applications programmers.
  • Finds, documents, and disseminates solutions, procedures, and sales material to customers, field personnel, and sales people.
  • Supports Triple-DES and Public / Private (RSA) key encryption.
  • Solves DES and Triple DES encryption problems; specifies device commands for customized solutions.
  • Customer crisis management and resolution of actual or potential outages and performance issues.
  • Devises and implements delivery solutions of software releases.
  • Problems include TCP/IP bugs, configuration, performance issues, malfunctions, software bugs.
  • Works well with two other engineers responsible for this common set of products.
  • Supports customers and internal personnel via travel, phone, email; documents all customer contact.
  • Other products supported in the past: POS terminals, key loading devices.
  • Configures and maintains group email system and various other administrative duties.
  • Assists in training new members of the support team.
  • Customers include large US and international banks and financial institutions, credit/debit card processors, disaster recovery sites, large retail chains; expertise of supported personnel ranges from very little to expert consultants.

Skills & Requirements:

  • Knowledge of Atalla products and Key Manager encryption is preferred.
  • Experience dealing with customers remotely.
  • Excellent verbal and written communication skills.
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Software and hardware knowledge of computing, storage, and peripheral devices.
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support experience and knowledge.
  • Understand the customer to be an advocate for the customer.
  • First-level university degree or equivalent experience.
  • Typically, 6-10 years of experience in a Customer Support function.
  • Experience in multiple technologies and/or delivery functions.

Organizational Responsibility:

  • Reports to Technical Support manager.
  • Works with peers in a cross-functional team, therefore close cooperation with other departments within the team, e.g. software development, product management, and production.

The keywords/traits are:

  • Has done customer support (talked to customers over the phone).
  • Willingness and flexibility to work any schedule of the day. Not fixed on an 8-5 schedule.
  • Team player - work with others on a daily basis.
  • Willing to learn (technical products); need to invest time to read and do hands-on (we are an HW/SW company).
  • Availability and willingness to be on a rotation on-call (we are a 24x7) shop.
  • Knowledge of security products, networking, or programming (java, C, C++) is a definite plus.
  • A very important trait - they speak and write good English. Spanish is a big plus.
  • Prefer someone with a college degree if not years of experience in technical support.

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