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Sr Technical Support Engineer

Ottawa, ON

Responsibilities:
  • Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades;
  • Advise customers, work to diagnose customer issues with Thales Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used;
  • Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround;
  • Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations;
  • Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues;
  • Identify and document issues consistently and clearly using group tools;
  • Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

Basic Qualifications:
 
  • Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience;
  • 5 – 7 years of relevant experience;
  • Active Directory and LDAP–based directories;
  • RADIUS authentication and authorization traffic flow (IAS/NPS);
  • Ability to analyze sniffer traces and be able to resolve routing and firewall issues;
  • Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP);
  • MS Windows Server and Linux.

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