Aversan Inc. (www.aversan.com) is a trusted multi-service engineering and electronics manufacturing company. Aversan delivers leading-edge and reliable safety-critical electronics and software systems to the aerospace, defense, and space industries. We are currently seeking a qualified Client Services Engineer to join our team.

The Client Services Engineer provides advanced technical support for encryption and cybersecurity solutions. This role involves diagnosing and resolving complex customer issues, collaborating with engineering teams, product managers, and third-party vendors, and ensuring seamless integration of security products in various environments.

This is a hybrid role, requiring in-office presence three days per week (Tuesday to Thursday) with remote flexibility on other days.

Location: Ottawa, Ontario
Job Type: Hybrid

Responsibilities

• Provide Level 2 to 3 technical support for encryption and cybersecurity products via phone and electronic communication.
• Troubleshoot system configurations, product functionality, and software issues to diagnose and resolve customer challenges.
• Analyze logs and error messages, assess system environments, and provide technical guidance.
• Recommend solutions, workarounds, and best practices for product implementation.
• Assist customers in integrating security products with third-party solutions.
• Reproduce previously unknown issues, document findings, and collaborate with engineering teams to escalate fixes.
• Support customers with the implementation of hotfixes and patches while ensuring minimal disruption.
• Maintain clear and thorough documentation of customer interactions, solutions, and troubleshooting processes.

Basic Qualifications

• Bachelor's Degree in Engineering, Computer Science, or a related field.
• 3 to 5 years of experience in a technical support role, troubleshooting network security or encryption-related products.
• Familiarity with FIPS (Federal Information Processing Standards) and other NIST requirements.
• Understanding of encryption, cryptographic key management, and security protocols.
• Knowledge of Docker/Containers and Kubernetes.
• Familiarity with public cloud platforms such as AWS, VMware vCloud Air, and Microsoft Azure.
• Strong customer service skills, with the ability to explain technical concepts clearly.

• Primarily 9 AM – 5 PM EST, with occasional work from 11 AM – 7 PM EST.
• On-call support rotation for after-hours and weekend support (as scheduled).
• Occasional travel may be required.

• Work on cutting-edge encryption and cybersecurity technologies.
• Hybrid work model with in-office and remote flexibility.