Tech Support Specialist

We’re looking for a Technical Support Specialist!

The Technical Customer Support Specialist will be responsible for providing best in class technical support for our Enterprise Software Products and Cloud Services via telephone and e-mail. This is a highly technical position, where the individual will take ownership of complex technical issues and work directly with our customers and/or internal, cross-functional teams to engineer solutions. Successful applicants will be working in a dynamic, fast-paced environment where innovation, the desire to learn, and willingness to take ownership and drive solutions are a must. This is a great opportunity for the candidate to further immerse themselves deeply into IT security, and continually educate themselves in the forever growing IT security sector. Reporting to the Sr Manager Cloud Product Services, the Technical Customer Support Specialist will be responsible for providing support for the operation and maintenance of Entrust customer’s on-premise software deployments, as well as some of our existing Cloud Services environments.

• We offer flexibility

• We offer a diverse work environment

• Futureproof your career with a job in information security
  

How you will make an impact:

• Interact daily with customers in order to identify, document and resolve customer issues.

• Research, test, and troubleshoot technical issues within our VM lab environment in coordination with experienced Authentication and PKI Engineers as well as Developers.

• Raise software capability enhancements to R&D based upon business requirements of Entrust and customer base.

• Provide reporting on customer Service Requests to management and to customers on planned status calls.

• Participation in an on-call rotation (limited nights, weekends, and occasional holidays).
  

Basic Qualifications

• 5+ years of experience working in a direct technical support role (software / hardware), or an IT Help Desk role.

• College or University graduate with degree in IT preferred, or additional, equivalent work experience.

• General knowledge of Enterprise Security practices.

• Demonstrated experience with Microsoft and Linux based operating systems.

• Knowledge of web servers (e.g.: IIS, Apache, WebSphere), application servers (e.g.: WebLogic, Tomcat), and general networking (TCP/IP, routers, firewalls, load balancers).

• Strong analytical, troubleshooting, organizational, and problem-solving skills.

• Ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.

• Experience with virtualization software knowledge, such as, VMWare ESXi server.

• Intermediate understanding of Microsoft business tools (e.g.: Excel, Outlook, PowerPoint, Teams).

• Ability to work in a collaborative team environment.

• Detail-oriented, deadline driven, self-directed and organized individual.

• Excellent English language communication skills: speaking, listening, writing, and reading.

• Must have unrestricted authorization to work in the country of the posted office location, as appropriate.

Preferred Qualifications:

• Knowledge of Entrust products, certificate management (PKI / .X509), SSL authentication (2FA), single sign-on, identity management, fraud detection or access control products.

• Databases (e.g., Oracle, PostgreSQL), and LDAP directories (e.g., Active Directory, Red Hat DS, OpenLDAP).

• Exposure to Hardware Security Modules and Security Tokens (e.g.: products from nCipher, Gemalto, Thales).

• Applied experience with Salesforce, or other CRM (Customer Relationship Management) tools.

• Experience with collaboration and issue tracking tools, such as Confluence, Jira, and Jenkins.

• Scripting Languages such as Java, JavaScript, PowerShell or Python are an asset.

• Knowledge of ITIL methodology.

• Experience or training with secure cloud services platforms, such as AWS or Azure.

• Proficiency in French and/or Spanish languages, in addition to English, would be an asset.
  

Why Should You Apply?

• Leader in the security industry

• Friendly, supportive & knowledgeable teams

• Opportunities for on-the-job training

• You’ll help secure identities!
  

For more information, visit www.entrust.com . Follow us on LinkedIn , Facebook , Instagram , and YouTube .

Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.