SafeNet AT is looking for an energetic and dedicated 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 the first level customer interface with a primary focus on fielding product (encryption, authentication, and key management) related questions/issues and performing troubleshooting activities with SafeNet AT clients. In addition, this position will work with various internal functions within the business to resolve customer concerns and issues. US Citizenship with ACTIVE SecretClearance and with the ability to obtain and maintain Top Secret Security Clearance is required.
AT/B.A./B.S. degree required (preferably Computer Science, Information Technology or a related field).
2+ years of experience in technical support and testing using relevant skills.
Experience with hardware security module (HSM), encryption, and authentication products (a plus)
Experience in a direct customer facing role
Perform moderate 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)
Ability to track and drive multiple customer issues to closure simultaneously
Solid networking skills are required (knowledge of one or many of the following: Cisco, Juniper, Synology, Netgear, and 3COM equipment is a plus).
Working knowledge of a variety of Operating Systems (Windows/Solaris/MAC) and Networking
Basic understanding of various Layer 1, 2, 3 networking protocols and topologies.
Basic understanding of network security protocols and algorithms (e.g. IPsec, SSL, encryption, authentication, etc.)
Experience with testing tools such as Wireshark (a plus)
Relevant security or professional certifications (CISM, CISA, CISSP) are a plus
Essential Duties & Responsibilities include, but are not limited to the following:
Interact/assist customers via phone, email, or incident tracking system
Field customer initiated product related questions (installation, configuration, issues)
Troubleshoot customer report issues
Issue return material authorizations when applicable
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 and follow directions from team lead
Ability to build basic 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
Develop and deliver documentation packages for customers as defined
Ability to work in a fast paced environment with tight deadlines
Ability to lift 60 lbs.
Ability to work extended long hours (as needed) and shifts
Prolonged computer use.
Ability to travel approximately 20% (when applicable)