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Technical Support Engineer

Location: Ashburn, VA
Posted On: 09/24/2021
Requirement Code: 50583
Requirement Detail
•         Supports Triple DES and Public / Private (RSA) key encryption
•         Solves DES and Triple DES encryption problems; specifies device commands for customized solutions
•         Customer crisis management and resolution of actual or potential outages and performance issues
•         Reports problems and recommends fixes to internal and external development organizations
•         Presents training on the use of products, encryption solutions and general security practices to customers, internal personnel, sales people and applications programmers
•         Finds, documents, and disseminates solutions, procedures and sales material to customers, field personnel and sales people
•         Works well with two other engineers responsible for this common set of products
•         Supports customers and internal personnel via travel, phone, email; documents all customer contact
•         Devises and implements delivery solutions of software releases
•         Problems include: TCP/IP bugs, configuration, performance issues, malfunctions, software bugs
•         Assists in training new members of support team
•         Customers include large US and international banks and financial institutions, credit / debit card processors, disaster recovery sites, large retail chains; expertise of supported personnel ranges from very little to expert consultants
•         Other products supported in the past: POS terminals, key loading devices
•         Configures and maintains group email system and various other administrative duties
Skills & Requirements
•         Knowledge of Atalla products and Key Manager encryption is preferred
•         Excellent analytical and problem-solving skills
•         Software and hardware knowledge of computing, storage and peripheral devices
•         Experience dealing with customers remotely.
•         Excellent verbal and written communication skills
•         Experience in troubleshooting in a technical environment
•         Phone and remote support experience and knowledge
•         Understand the customer to be an advocate for the customer
•         First level university degree or equivalent experience
•         Experience in multiple technologies and/or delivery functions
•         Advanced proficiency with case management databases and tools
•         Superior customer service skills
•         Typically, 6-10 years of experience in a Customer Support function
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