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Senior Technical Support Engineer
Abingdon, MD / Baltimore, MD / Fort Meade, MD
Job Description
Summary:
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:
Thales Trusted Cyber 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.
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
- 2+ years of development experience in various scripting languages such as Unix Shell, JavaScript, and Python
- Experience with SafeNet HSM products or competitor products (Preferred)
Thales Trusted Cyber 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.
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5 to 8 years
Required Security Clearance
Top Secret
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