Senior Technical Support Specialist

5 days ago

Baltimore, Maryland, United States Thales Trusted Cyber Technologies Full time
Job Summary:

Thales Trusted Cyber Technologies is seeking a highly skilled Senior Technical Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical leadership and guidance to our customer support team, while also serving as a customer interface concentrating on IT security, encryption, and key management.

Key Responsibilities:

Perform on-site issue resolution in support of Intel and other government customers
Analyze logs and events from the solution and provide analysis reports
Interact with the Thales Development, Test and Sales Engineering teams to troubleshoot and diagnose support cases
Ensure client needs are met and deliverables produced on time
Ability to work on a team or lead a team depending upon the specified project

Requirements:

B.A./B.S. degree required (preferably Computer Science, Information Services or a related field)
5+ years of experience in customer support and testing using relevant skills
Experience in deploying and integrating systems and applications
2+ years of development experience in various scripting languages such as Unix Shell, JavaScript, and Python
Experience with SafeNet HSM and Key Management products or competitor products (Preferred)

Preferred Skills:

Demonstrated team leadership skills
Performed moderate to complex testing and analysis tasks for software and hardware-based security products
Must have excellent interpersonal and people management skills
Must have excellent organizational, decision making and communication skills, written and verbal
A detail-oriented individual is essential with solid time management skills
Working knowledge of incident tracking systems: (CRM, SalesForce, MKS, Service-Now, Zendesk, or IssueTrak and JIRA)
Strong ability to track and drive multiple customer issues to closure simultaneously
Strong networking skills are required with knowledge of one or many of the following: Cisco, Juniper, Synology, Netgear, NetApp, Nutanix, and Quantum equipment
Excellent experience operating and building virtual environments using VMware
Strong understanding of various Layer 1, 2, 3 networking protocols and topologies
Solid understanding of network security protocols and algorithms (e.g. IPsec, SSL, encryption, authentication, etc.)
Experience with testing tools such as Wireshark, JMeter, Solarwinds, IPswitch Syslog Server
Proficient with HSM policies, application development, PKI Infrastructure and programming interfaces (API)
Working experience with Cryptographic APIs:
PKCS#11, MS CAPI/CNG, JCA/JCE
HSM deployment architecture experience is a plus
Experience in customer training on installed solutions
Experience in a direct customer facing (e.g. post-sales) roles
Strong technical writing skills

Working Conditions:

General Office
Onsite engagements
Travel as required mostly in North America

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