Vacancy expired!
- 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.
- 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.
- 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.
- 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.
- 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.
Vacancy expired!