Client Services Engineer

at  Thales

Location: Ottawa, Canada
Thales 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.

POSITION SUMMARY

As a member of a Global Support Success team, the Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.
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 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 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.

SPECIAL POSITION REQUIREMENTS

• Ability to travel as required.
• Work 9AM – 5PM or 11AM to 7PM (EST hours)
• Occasionally provide after hours and weekend support of products on an on-call. The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no unnecessary burden on any particular engineer.

BASIC QUALIFICATIONS

• Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
• Good understanding of
  Active Directory and LDAP–based directories.
  RADIUS authentication and authorization traffic flow (IAS/NPS)
  Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
  Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.
  Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint
  Knowledge of virtual environments (VMWare or equivalent)
  Databases (MSSQL, Oracle or MySQL)
  Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall
  MS Windows Server and Linux