A week in the life of an Client ServicesEngineer :
You will answer customers’ questions and troubleshootand resolve customer issues with complex technical products over the telephoneor via electronic communications in the areas of system configurations / setup,product functionality and bugs / enhancements / upgrades.
You will advise customers, work to diagnose customer issues with GemaltoEncryption products, and interpret logs and error messages as well asinterrogate and understand the customer environment where the products arebeing used.
You will recommend solutions andworkarounds to known problems and advise customers on how to apply the solutionor workaround.
You will provide guidance andsupport on how to use Gemalto products with 3rd party solutions and supportedintegrations.
You will reproduce previouslyunknown issues (if need be) and interface with the Client Services ProductChampion providing the customer setup and steps to reproduce the issues.
You will identify and documentissues consistently and clearly using group tools.
You will support implementation ofhotfixes and patches to minimize risk of unexpected issues and insure that thefix resolves the customer problem.
Knowledge, Skills and Experience :
To succeed at this job, you musthave an understanding of encryption and cryptographic key management with experienceusing them to protect sensitive data in database, applications, storage systems , virtualized platforms and cloudenvironment.
You must be familiar with cryptographic concepts, public keyexchange, digital signature, data communication and PKI .
You must bepassionate about problem solving and have a genuine interest in helpingour customers and our partners succeed.
You must be fluent in English.
You must be willing to,occasionally, provide after hours and weekend support of products on anon-call. The on-call function is sharedacross the entire team and proactively scheduled to allow conflicts to beresolved ahead of time and to ensure there is no undue burden on any particularengineer.
It would be preferred if you have familiaritywith FIPS (Federal Information Processing Standards), and other NISTrequirements.
We would like someone to join ourteam who has working knowledge of Linuxoperating systems such RHEL, CentOS, Ubuntu and / or Windows Servers, networkingsuch as protocols like TCP / IP and UDP;
IPv4 vs IPv6. Basic Knowledge ofprogramming languages (C / C++ and / or Java). Database skills (Oracle and MS SQLServer) is a plus.
Knowledge of RSA PCKS Public-Key Cryptography Standards.Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air,Microsoft Azure, etc. is an advantage
You must have a Bachelor’s degree inEngineering, Computer Science, or equivalent experience.
We are looking for someone with 2-4 yearsindustry experience working in a customer support role, providing technicalapplication support, troubleshooting and diagnostics in the area of network anddata security products.
Employees are required to perform the duties ofthis position, or any Gemalto position, in compliance with all companypolicies, procedures, practices, and processes, whether written or verbal,which Gemalto, in its sole discretion, may change periodically, including, butnot limited to, those implemented to ensure product, physical plant,information systems and technology security, along withal federal, state andlocal regulations and public policies.
Protect Gemalto assets from unauthorizedaccess, disclosure, modification, destruction or interference. React and helpresolve security events or security risks reported by employees.
Ensureresponsibility is assigned to the individual for actions taken.
Gemaltois an Equal Opportunity and Affirmative Action employer. It is our policy toprovide equal employment opportunity for all employees and applicants withoutregard to race, color, age, religion, sex, national origin, marital status,physical or mental disability, sexual orientation, veteran’s status, or otherprotected group status.
We support and apply this policy through a program ofaffirmative action. This includes special efforts to employ and advance withinour organization, qualified members of protected groups.
Applicants may requestreasonable accommodation to participate in the hiring process. Answers toapplication questions will be used for applicable, job-related purposes only.