Aversan Inc. is an engineering firm renowned for its expertise in Systems Integration, Product Design/Development, and Software/Product Testing in highly regulated industries such as Aerospace, Digital Health, Medical Devices, Nuclear, and IT.
We are actively seeking a member for our client’s Global Support Success team. The Client Services Engineer will play a critical role in replicating complex customer problems, diagnosing potential causes, recommending remediation techniques, and managing Level 2 to Level 3 customer interactions.
The Client Services Engineer must be able to work with minimal supervision. This position will collaborate closely with global support teams, team leads, and core engineering teams to ensure effective cross-communication regarding customer issues. They will also attend team calls, allowing the team lead to focus on daily management of the support staff. The Client Services Engineer will 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
- Respond to customers’ questions and troubleshoot complex technical issues related to system configurations, product functionality, bugs, enhancements, and upgrades via phone or electronic communication.
- Diagnose customer issues with encryption products, interpret logs and error messages, and analyze the customer environment where the products are being used.
- Recommend solutions and workarounds for known issues and advise customers on their application.
- Provide guidance and support for products integrated with third-party solutions.
- Reproduce previously unknown issues when necessary, and collaborate with the Client Services Product Champion by providing customer setups and steps to replicate the issues.
- Clearly and consistently document issues using group tools.
- Support the implementation of hotfixes and patches to minimize risk and ensure resolution of customer problems.
Requirements
- Bachelor’s degree in Engineering, Computer Science, or a related field; or equivalent experience.
- Basic understanding of encryption and cryptographic key management, with experience in protecting sensitive data in databases, applications, storage systems, virtualized platforms, and cloud environments.
- Familiarity with cryptographic concepts, including public key exchange, digital signatures, data communication, and PKI (Public Key Infrastructure).
- Strong problem-solving skills and a genuine interest in helping customers and partners succeed.
- Working knowledge of Linux operating systems (e.g., RHEL, CentOS, Ubuntu), Windows Servers, and networking protocols such as TCP/IP and UDP; familiarity with IPv4 vs IPv6.
- Basic knowledge of programming languages such as C/C++ and/or Java, including RSA PKCS Public-Key Cryptography Standards.
- Proficiency with databases (Oracle and MS SQL Server).
- Understanding of virtual environments (e.g., VMware or equivalent).
- 3–5 years of industry experience in a customer support role, providing technical application support, troubleshooting, and diagnostics in network and data security products.
Preferred Qualifications
- Familiarity with FIPS (Federal Information Processing Standards) and other NIST requirements.
- Master’s degree in Engineering, Computer Science, or a related field.
- Knowledge of Docker/Containers and Kubernetes.
- Familiarity with public cloud platforms such as AWS, VMware vCloud Air, and Microsoft Azure.
- Ability to travel as required.
- Availability to work either 9 AM – 5 PM or 11 AM – 7 PM (EST).
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