Senior Technical Support Engineer

Thales Trusted Cyber Technologies
United States, Maryland, Baltimore
Sep 13, 2024
MUST HAVE ABILITY TO OBTAIN TS/SCI CLEARANCE WITH A LIFESTYLE POLY Summary: Thales TCT is looking for an energetic and dedicated Senior Technical Support Engineer to be a key contributor in the support of Thales TCT Data Protection Solutions that solve today's Cyber Security needs. In this capacity, the engineer will serve as a customer interface concentrating on IT security, encryption, and key management. A key focus will be on the implementation and configuration of Thales TCT products, which may include integrations with the customers' applications and building out medium to complex configurations. In addition, the candidate will provide technical leadership and guidance to the customer support team under general guidance while keeping Support management informed of status, priority changes, and problems. Qualification Requirements: Education: B.A./B.S. degree required (preferably Computer Science, Information Services or a related field). Experience: 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) 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. Strong fundamentals of a variety of Operating Systems (Windows, MAC and Linux) 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 Essential Duties & Responsibilities include, but are not limited to the following: 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 Ability to build complex customer environments, execute test and document solutions Ability to be on call during non-business hours and address customer issues during nights and weekends Perform usability test to insure support team's readiness to support new releases before deployment. Provide documentation as appropriate including inputs for end-user documentation. Provide work assistance to support engineers Serve as post-sales support for professional services when needed Develop and deliver documentation packages for customers as technical Notes and Advisories defined Licensures, Certifications: Relevant security or professional certifications (CISM, CISA, CISSP) are a plus Scope of Responsibility: Provide technical leadership on complex case and assist with driving departmental projects Contacts: All employee levels, vendors, clients Physical Demands: Ability to work in a fast-paced environment with tight deadlines Ability to lift 60 lbs. Extended long hours at times Prolonged computer use. Ability to travel approximately 20% (when applicable) Working Conditions: General Office Onsite engagements Travel as required mostly in North America