Job
Description
Join us at Entrust At Entrust, we re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely . Get to Know Us Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge , scalable technologies. But our secret weapon? Our people. It s the curiosity , dedication, and innovation that drive our success and help us anticipate the future. About the Role: We are looking for a Technical Support Specialist to join our global Digital Card Solutions (DCS) support team. As a technical support specialist you will handle technical investigations, customer incidents, and platform alerts once trained in a secure and fast-paced environment. This role requires coordination across multiple teams and time zones, with a focus on platform stability, customer satisfaction, and continuous improvement. About the Product: The Entrust Digital Card Solution (DCS) is a comprehensive platform that enables banks and financial institutions to issue and manage digital payment cards instantly. It supports provisioning of major digital wallets such as Apple Pay, Google Pay, Samsung Pay, and Fitbit Pay directly from the banks mobile application. The solution includes features like secure card display, PIN management, token lifecycle management, and strong customer authentication, all within a PCI-DSS compliant environment. By integrating a single software development kit (SDK) and a set of certified APIs, DCS allows for seamless integration into existing banking apps, providing customers with a secure and convenient digital-first payment experience. Key Responsibilities: Manage and resolve technical support tickets using Freshdesk, ensuring accurate triage, investigation, escalation, and communication both internally and externally to customers. Use Sumo Logic and internal tools to analyze logs and monitor platform behavior to detect and address issues. Write and execute SQL queries to extract and analyze data during investigations. Collaborate with internal teams to troubleshoot and resolve complex technical issues. Monitor infrastructure alerts and contribute to incident handling, including participation in the on-call rotation. Document issues and resolutions to contribute to the internal knowledge base and support efficiency. Communicate clearly and professionally with customers, particularly during incidents or service degradations. Follow internal processes for incident response, change management, and post-incident reviews. Key Tools and Technologies: Freshdesk (ticket management) Sumo Logic and internal tools (log analysis and monitoring) SQL (data analysis and investigation) Postman (API testing and validation) Confluence & SharePoint (documentation) Microsoft Teams & Outlook (internal and customer communication) What We re Looking For: Strong problem-solving and analytical skills. Investigating technical issues using logs, APIs, and SQL data. Excellent communication skills in English, both written and spoken. Ability to stay organized while prioritizing tasks, working autonomously as need dictate. Eagerness to learn and adapt in a fast-moving, technical environment. Ability to work effectively across time zones in a distributed team setup. Once trained and experienced, joining an on-call support schedule which covers evening and weekends on a rotary basis. Willing to work a varied schedule while training to collaborate and typically in British or Central European Time. Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country Nice to Have: Previous experience within a customer support or technical support environment. Interest in digital payments, fintech, or secure systems. Understanding platform monitoring, alerts, and incident handling. Familiarity with certificates and key management processes, as well as data encryption and decryption. #LI-NR1 At Entrust, we don t just offer jobs - we offer career journeys. Here is what you c an expect when you join our team: Career Growth: Whether you re a budding developer or a seasoned expert, we re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority. Flexibility: Life is all about balance. Whether you re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle. Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow. We believe in securing identities but it doesn t stop there. At Entrust, we re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we re creating a community where everyone is encouraged to be themselves. Ready to Make an Impact? If you re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let s build a more secure world together. Apply today! For more information, visit www.entrust.com . Follow us on, LinkedIn , Facebook , Instagram , and YouTube For US roles, or where applicable: Entrust is an EEO/AA/Disabled/Veterans Employer For Canadian roles, or where applicable: Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities. If you require an accommodation, contact accessibility@entrust.com . Recruiter: Neha Rathore Neha.Rathore@entrust.com
