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Client Service Engineer
Aversan Inc. (www.aversan.com) is a reputable Engineering Company that provides expertise in Systems Integration and Software Testing for industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified Client Service Engineer to work on leading-edge technology products. The successful candidate for this full-time position will be a part of a highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.
Location: Ottawa, ON
Schedule: Hybrid role- 3 days onsite to start (may require to switch to 5 days)
Working Hours: 9AM – 5PM or 11AM to 7PM (EST hours)
Description
Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending remediation techniques, and managing level 2 to 3 customer interactions. In addition, Client Services Engineer will provide mentorship to support peers and be a backup resource for the team lead.
The Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team leaders, and core engineering teams to assure effective cross communication between the teams 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. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.
Responsibilities.
Technical Skills
Basic Qualifications & Skills
About The Client
Aversan recruits top professional talent in the industry, providing quality software, hardware and systems engineering solutions for a variety of industries and applications. Upon reviewing each candidate's information, Aversan will only contact eligible individuals for the above-mentioned positions.
Client Services Engineer
Ottawa, ONClient Service Engineer
Aversan Inc. (www.aversan.com) is a reputable Engineering Company that provides expertise in Systems Integration and Software Testing for industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified Client Service Engineer to work on leading-edge technology products. The successful candidate for this full-time position will be a part of a highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.
Location: Ottawa, ON
Schedule: Hybrid role- 3 days onsite to start (may require to switch to 5 days)
Working Hours: 9AM – 5PM or 11AM to 7PM (EST hours)
Description
Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending remediation techniques, and managing level 2 to 3 customer interactions. In addition, Client Services Engineer will provide mentorship to support peers and be a backup resource for the team lead.
The Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team leaders, and core engineering teams to assure effective cross communication between the teams 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. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.
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 client 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 client 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.
Technical Skills
- Familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
- Master’s degree in engineering, Computer Science and or another relevant field of study.
- Knowledge of Docker/Containers and Kubernetes
- Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage
Basic Qualifications & Skills
- Bachelor’s degree in engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
- 3 to 5 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products. 3 years is the minimum number of years needed.
- A basic understanding of encryption and cryptographic key management with experience using them to protect sensitive data in databases, applications, storage systems, virtualized platforms and cloud environment.
- Familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
- Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
- Working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6.
- Basic Knowledge of programming languages (C/C++ and/or Java). Knowledge of RSA PCKS Public-Key Cryptography Standards.
- Database skills (Oracle and MS SQL Server).
- Knowledge of virtual environments (VMWare or equivalent)
About The Client
Aversan recruits top professional talent in the industry, providing quality software, hardware and systems engineering solutions for a variety of industries and applications. Upon reviewing each candidate's information, Aversan will only contact eligible individuals for the above-mentioned positions.