Senior Client Services Engineer

Location : Ottawa, CanadaThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This is a hybrid position located in Ottawa, ON with 2 days in the office.

This position is eligible for the Americas referral program for external candidates : Tier 2 - $3,000.00 CAD Referral Bonus.

Thales is looking for an experienced Senior Client Services Engineer to join our Global Support Success team who will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.In addition, Senior Client Services Engineer will provide mentorship to support peers and be a backup resource for the team lead.

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.

The Senior Client Services Engineer 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. 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.

Key Areas of Responsibility

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 Thales 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 Thales 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.

Minimum Requirements

Bachelor's degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.

A basic understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, 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)

5 to 7 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.

Preferred Qualifications

Master's degree in Engineering, Computer Science and or another relevant field of study

Familiarity with FIPS (Federal Information Processing Standards), and other NIST requirement

Knowledge of Docker / Containers and Kubernetes

Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage

LI-MM1

LI-Hybrid

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.