Technical Support Engineer

Job Title: Technical Support Engineer

Job Type: Contract-to-Hire/ Fulltime

Job Location: Ashburn, VASpanish Fluency is required. Pre-Release (HW/SW) experience strongly preferred to document product before Manufacture Release.

Job Purpose:

• Provides break/fix support of the Hardware Security Module (HSM), Enterprise Security Key Manager (ESKM), and related devices to customers, internal field personnel, and partners.
• Create detailed, comprehensive, and well-structured internal and external support knowledge articles.

Duties & Responsibilities:

• 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.
• 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.
• Devises and implements delivery solutions of software releases.
• Problems include TCP/IP bugs, configuration, performance issues, malfunctions, software bugs.
• 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.
• Other products supported in the past: POS terminals, key loading devices.
• Configures and maintains group email system and various other administrative duties.
• Assists in training new members of the 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.

Skills & Requirements:

• Knowledge of Atalla products and Key Manager encryption is preferred.
• Experience dealing with customers remotely.
• Excellent verbal and written communication skills.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem-solving skills.
• Software and hardware knowledge of computing, storage, and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience and knowledge.
• Understand the customer to be an advocate for the customer.
• First-level university degree or equivalent experience.
• Typically, 6-10 years of experience in a Customer Support function.
• Experience in multiple technologies and/or delivery functions.

Organizational Responsibility:

• Reports to Technical Support manager.
• Works with peers in a cross-functional team, therefore close cooperation with other departments within the team, e.g. software development, product management, and production.

The keywords/traits are:

• Has done customer support (talked to customers over the phone).
• Willingness and flexibility to work any schedule of the day. Not fixed on an 8-5 schedule.
• Team player – work with others on a daily basis.
• Willing to learn (technical products); need to invest time to read and do hands-on (we are an HW/SW company).
• Availability and willingness to be on a rotation on-call (we are a 24x7) shop.
• Knowledge of security products, networking, or programming (java, C, C) is a definite plus.
• A very important trait – they speak and write good English. Spanish is a big plus.
• Prefer someone with a college degree if not years of experience in technical support.

About us:"InterSources Inc, a Certified Diverse Supplier, was founded in 2007, offers innovative solutions to help clients on Digital Transformations across various domains and industries. Our history spans over 13 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities, they bring to the table enable us to grow as a global platform, and they are directly linked with our success. We provide strategic and technical advice, and we have expertise in areas covering

Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cybersecurity Services , etc.We make reasonable accommodations for clients and employees, and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, marital status.”