Answer customers’ questions and troubleshoot and resolve customer issues with complex technical product over the telephone or via electronic communications in the areas of system configuration/setup, product functionality and bugs/enhancements/upgrades.
Advise customers, work to diagnose customer issues with Thales Encryption products, and interpret logs an error message 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 apt the solution or workaround.
Provide guidance and support on how to use 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 ensure that the resolves the customer problem.
Good understanding of Active Directory and LDAP–based directories.
RADIUS authentication and authorization trac ow (IAS/NPS)
Ability to analyze sniper 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) etc.
Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange, or SharePoint Knowledge of virtual environments (VMWare or equivalent) Databases (MSSQL, Oracle or MySQL).
Broad understanding of conjuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall Windows Server and Linux MS IISMS ISA, TMG, or UAGXML, .NET, SQL
Ability to provide creative solutions and have a genuine interest in helping our customers and our partners success
2-3 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.
Ability to travel as required. Work 9AM – 5PM or 11AM to 7PM (EST hours). Occasionally provide after hours and weekend support of products on an on-call. The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure thii no unnecessary burden on any engineer.