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Software Support Engineer

Ottawa, ON


  • As a member of a Global Support Success team, you will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.  In addition, you will provide mentorship to support peers. 
  • The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.
  • You must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff.  You will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.
  • 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 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 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 fix resolves the customer problem.

Basic Qualifications

  • Bachelor’s Degree in Computer Science, Electrical Engineering, or equivalent
  • Minimum 2-3 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.
  • Good understanding of 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: TCP/IP, 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 configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper, or Sonic-wall
  • MS Windows Server and Linux, MS IIS, MS ISA, TMG, or UAG, XML, .NET, SQL
  • Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
  • Excellent written and oral communication skills

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