WilsonHCG

Work Location: Hybrid, 2 days from home.

Position Type:  Contract, 12 Months (high potential for extension)

Location: Ottawa, ON

Compensation Range: $42.00 - $48.00

Our multinational client, a leader in innovative research and transportation solutions, is seeking a Client Services Engineer.

As a Global Support Success team member, the  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. In addition, the Client Services Engineer will provide mentorship to support peers and be a backup resource for the team lead.  

The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer-reported problems.

The 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 ensure effective cross-communication between the team for customer issues and will attend team calls to free up the team lead to focus more on the daily management of the support staff.  The 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 system configurations/setup, product functionality and bugs/enhancements/upgrades.
• Advise customers, work to diagnose customer issues with Encryption products, interpret logs and error messages, and interrogate and understand the customer environment where the products are being used.
• Recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.
• Provide guidance and support on how to use 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 with the setup and steps to reproduce the issues.
• Identify and document issues consistently and using group tools.
• Support implementation of hotfixes and patches to minimize the risk of unexpected issues and ensure that the fix resolves the customer's problem.

Qualifications:

• 5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting, and diagnostics for network and data security products.
• Familiarity with FIPS (Federal Information Processing Standards) and other NIST requirements.
• Master's degree in Engineering, Computer Science and other relevant field of study.
• Bachelor's degree in Engineering, Computer Science, or another relevant field of study and equivalent experience.
• Knowledge of Docker/Containers and Kubernetes
• Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is advantageous.
• Database skills (Oracle and MS SQL Server).
• Knowledge of virtual environments (VMWare or equivalent)
• Familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
• Ability to provide creative solutions and genuine interest in helping our customers and partners succeed.
• Working knowledge of Linux operating systems such as RHEL, CentOS, Ubuntu, and Windows Servers, networking protocols like TCP/IP and UDP, and IPv4 vs. IPv6.
• Basic Knowledge of programming languages (C/C++ and Java) and of the RSA PCKS Public-Key Cryptography Standards.
• A basic understanding of encryption and cryptographic key management with experience using them to protect sensitive data in databases, applications, storage systems, virtualized platforms and cloud environments.