SafeNet AT is looking for an energetic and dedicated Senior Technical Support Engineer to be a key contributor in the support of SafeNet Assured Technologies Data Protection Solutions that solve today’s Cyber Security needs. In this capacity, the engineer will serve as a customer interface concentrating on IT security, encryption, and key management. A key focus will be on the implementation and configuration of SafeNet AT products, which may include integrations with the customers’ applications. Proof of Concept (POC) installations and associated customer training are also responsibilities included within the scope of this role. In addition, the candidate will provide technical leadership and guidance to the customer support team under general guidance while keeping Support management informed of status, priority changes, and problems. U.S. Citizenship is required and must be able to obtain/maintain a TS Clearance.
Essential Duties & Responsibilities include, but are not limited to the following:
Analyze logs and events from the solution and provide analysis reports
Interact with the SafeNet AT Engineering and Test teams to troubleshoot and diagnose support cases
Ensure client needs are met and deliverables produced on time
Ability to work on a team or lead a team depending upon the specified project
Ability to build complex customer environments, execute test and document solutions
Ability to be on call during non-business hours and address customer issues during nights and weekends
Perform usability test to insure support team’s readiness to support new releases before deployment.
Provide documentation as appropriate including inputs for end-user documentation.
Provide work assistance to support engineers
Serve as pre-sales support when needed: (Proof of Concept, Pilot, etc)
Serve as post-sales support for professional services
On-site issue resolution support
Develop and deliver documentation packages for customers as defined
Demonstrated team leadership skills.
Performed moderate to complex testing and analysis tasks for software and hardware based security products.
Must have excellent interpersonal and people management skills
Must have excellent organizational, decision making and communication skills, written and verbal.
A detail-oriented individual is essential with solid time management skills.
Working knowledge of incident tracking systems: (CRM, SalesForce, MKS, Remedy, IssueTrak)
Strong ability to track and drive multiple customer issues to closure simultaneously
Strong networking skills are required with knowledge of one or many of the following: Cisco, Juniper, Synology, Netgear and 3COM equipment.
Strong fundamentals of a variety of Operating Systems (Windows/Solaris/MAC) and Networking
Excellent experience operating and building virtual environments using VMware
Strong understanding of various Layer 1, 2, 3 networking protocols and topologies.
Solid understanding of network security protocols and algorithms (e.g. IPsec, SSL, encryption, authentication, etc.)
Experience with testing tools such as Wireshark, JMeter, Solarwinds, IPswitch Syslog Server
Proficient with HSM policies, application development, and programming interfaces (API)
Working experience with Cryptographic APIs: PKCS#11, MS CAPI/CNG, JCA/JCE
HSM deployment architecture experience is a plus
Experience in customer training on installed solutions
Experience in a direct customer facing (e.g. presales, consultancy) role
Strong technical writing skills
5+ years of experience in customer support and testing using relevant skills.
Experience in deploying and integrating systems and applications
Experience with SafeNet HSM products or competitor products (Preferred)
SafeNet Assured Technologies is an Equal Opportunity Employer committed to hiring and retaining a diverse workforce while maintaining an alcohol and drug-free workplace. U.S. Citizenship is required for most positions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.