Job DescriptionJob Description
Management Responsibilities:
- Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity
- Set vision and establish roadmap for new and existing support issues
- Provide technical and soft skill coaching to maintain a motivated and effective team.
- Monitoring and maintaining the team's ability to meet or exceed the service level agreement (SLA)
- Written and verbal communication skills with the ability to describe complex information in a clear and concise manner
- Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.
- Developing and maintaining policies, procedures, and processes.
- Hiring, developing, and retaining talent.
- Reducing the instances of issues through process improvement and root cause analysis.
- Track and report on key results and initiatives being delivered by the team.
- Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism
- An entrepreneurial spirit with the ability to drive innovation independently
- Time management and prioritizing skills with the ability to lead multiple projects simultaneously
- Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
- Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
- Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
- Responding to inquiries, escalations, and establishing partnerships with customers.
- Understand industry-specific APIs and protocols used when interfacing with external systems
- Contribute to knowledge base by creating and helping to manage documentation.
- Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.
Technical Responsibilities
- Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry
- Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.
- Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.
- Responding to inquiries, escalations, and establishing partnerships with customers.
- Understand industry-specific APIs and protocols used when interfacing with external systems
- Contribute to knowledge base by creating and helping to manage documentation.
- Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.
Requirements
Required:
- Bachelor's degree in cybersecurity, or a technical and/or business related major
- Broad information technology background
- Strong communication skills
- Strong problem-solving skills
- Motivated, entrepreneurial mindset, with eagerness to learn
- Flexibility to assist in several different departments of the company
- Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
- Experience with TCP/IP networking
- Experience with multiple architectures and platforms
- Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
- Experience with technical support, sales, or quality assurance
:
- Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance
- Experience with TCP/IP networking
- Experience with multiple architectures and platforms
- Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)
- Experience with technical support, sales, or quality assurance
Benefits
- Health, dental, vision, life, and short/long-term insurance
- Paid vacation, holidays, and sick leave
- Competitive compensation and opportunities for advancement
- Complimentary gym membership
- Retirement plan with employer contribution match
- Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green
- Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals