Client Services Engineer

Job Title: Client Services Engineer
Job Duration: Feb 2025 – Jan 2026 (Potential to extend)
Est. Pay Range: $44.00/Hourly on T4
Work Type: Ottawa, ON K2E 7M6 (Hybrid)

Hybrid Position: Tuesday, Wednesday, and Thursday in the office, with flexibility for remote work on other days. 
 
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 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.
 
Essential Functions / Key Areas of Responsibility

• Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
• Advise customers, work to diagnose customer issues with Thales Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
• Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
• Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.
• Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
• Identify and document issues consistently and clearly using group tools.
• Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

 
 
Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language

• Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
• A basic understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment.
• Familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
• Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
• Working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6.
• Basic Knowledge of programming languages (C/C++ and/or Java). Knowledge of RSA PCKS Public-Key Cryptography Standards.
• Database skills (Oracle and MS SQL Server).
• Knowledge of virtual environments (VMWare or equivalent)
• 3 to 5 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of 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 and or another relevant field of study.
• Knowledge of Docker/Containers and Kubernetes
• Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage

 
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 ii no unnecessary burden on any particular engineer.
• Deliverables
• Additional Terms
• Supplier Comments

In addition to the technical skills described in the job description, your candidate must have proven phone customer service skills.