Client Services Engineer- 3rd party contract

Position Summary

As a member of a Global Support Success team, 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.

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.

Essential Functions/ Key Areas of Responsibility

• 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.
• Advice 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.

Chorus Role(s)

Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language

• Bachelors degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
• Good understanding of
• Active Directory and LDAPbased 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. Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
• 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.

Preferred Qualifications

• Masters 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

Special Position Requirements

Schedule: Work 9AM – 5PM or 11AM to 7PM (EST hours)

Preferred Experience:

Education & Experience:

• Bachelor’s degree in Engineering, Computer Science, or a related field; or equivalent experience.
• Minimum of 2 years in a customer support or technical support role, with experience in troubleshooting, diagnostics, and support of network and data security products.

Technical Skills:

• Strong understanding of

  Active Directory

  and

  LDAP-based directories

  .
• Proficiency in

  analyzing sniffer traces

  and troubleshooting

  routing and firewall issues

  .
• Solid networking knowledge including

  TCP/IP

  , and routing protocols like

  OSPF

  and

  RIP

  .
• Familiarity with

  Microsoft OS concepts

  ; Microsoft certifications are a plus.
• Experience with

  MS Exchange

  or

  SharePoint

  .
• Working knowledge of

  virtual environments

  (e.g., VMware or equivalent).
• Database experience with

  MongoDB

  ,

  MySQL

  ,

  Oracle

  , and

  MS SQL

  , including strong SQL skills.
• Experience configuring

  SSL VPN devices

  (Checkpoint, Cisco ASA/VPN, Juniper, SonicWall).
• Proficiency in

  MS Windows Server

  and

  Linux

  .
• Scripting and automation using

  Bash

  ,

  Python

  , or similar tools.
• A proactive and solution-oriented mindset with a strong focus on customer success.