Customer Technical Support Agent

Technical Customer Support Agent -Career Growth, Flexibility and Collaboration!  Location: Barcelona

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment.  Our team makes an impact!!   Keeping the World Moving (add your job video/culture video)

• The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.
• We believe: Securing identities is most effective when we value all identities.  We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard.  From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another.  And, of course, to be themselves.
• The Position: We’re looking for a Technical Customer Support Agent
• We offer flexibility
• We offer a diverse work environment
• Futureproof your career with a job in information security

• The Technical Customer Support Agent will be responsible for providing best in class technical support for our Enterprise Software Products and Cloud Services via telephone and e-mail.  This is a highly technical position, where the individual will take ownership of complex technical issues and work directly with our customers and/or internal, cross-functional teams to engineer solutions.  Successful applicants will be working in a dynamic, fast-paced environment where innovation, the desire to learn, and willingness to take ownership and drive solutions are a must.  This is a great opportunity for the candidate to further immerse themselves deeply into IT security, and continually educate themselves in the forever growing IT security sector.  Reporting to the Customer Support Manager, EMEA, the Technical Customer Support Agent will be responsible for providing support for the operation and maintenance of Entrust customer's on-premise software deployments, as well as some of our existing Cloud Services environments.

How you will make an impact:  

• Interact daily with customers in order to identify, document and resolve customer issues.
• Provide timely, reliable and professional service to Customers, Partners, System Integrators and Distributors.
• Interact with various functional departments to provide timely and accurate solutions to end customers.
• Research, test, and troubleshoot technical issues within our VM lab environment in coordination with experienced Authentication and PKI Engineers as well as Developers.
• Develop and clearly document policies and procedures to help strengthen the business.
• Raise software capability enhancements to R&D based upon business requirements of Entrust and customer base.
• Provide reporting on customer Service Requests to management and to customers on planned status calls.
• Participation in an on-call rotation (limited nights, weekends, and occasional holidays).
• Participate in technical training

What is not your responsibility:

• Pre-sales
• Internal IT

Qualifications:

Basic Qualifications

• Experience working in a direct technical support role (software / hardware), or an IT Help Desk role.
• College or University graduate with degree in IT preferred, or additional, equivalent work experience.
• General knowledge of Enterprise Security practices.
• Demonstrated experience with Microsoft and Linux based operating systems.
• Knowledge of web servers (e.g.: IIS, Apache, WebSphere), application servers (e.g.: WebLogic, Tomcat), and general networking (TCP/IP, routers, firewalls, load balancers).
• Strong analytical, troubleshooting, organizational, and problem-solving skills.
• Ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
• Experience with virtualization software knowledge, such as, VMWare ESXi server.
• Intermediate understanding of Microsoft business tools (e.g.: Excel, Outlook, PowerPoint, Teams).

Preferred Qualifications:

• Knowledge of Entrust products, certificate management (PKI / .X509), SSL authentication (2FA), single sign-on, identity management, fraud detection or access control products.
• Databases (e.g., Oracle, PostgreSQL), and LDAP directories (e.g., Active Directory, Red Hat DS, OpenLDAP).
• Exposure to Hardware Security Modules and Security Tokens (e.g.: products from nCipher, Gemalto, Thales).
• Applied experience with Salesforce, or other CRM (Customer Relationship Management) tools.
• Experience with collaboration and issue tracking tools, such as Confluence, Jira, and Jenkins.
• Scripting Languages such as Java, JavaScript, PowerShell or Python are an asset.
• Knowledge of ITIL methodology.
• Experience or training with secure cloud services platforms, such as AWS or Azure.
• Proficiency in French and/or Spanish languages, in addition to English, would be an asset. 

 

 

The Location: This position is based in our Barcelona office. This is a great place to live!

 

Why Should You Apply?

• Leader in the security industry
• Friendly, supportive & knowledgeable teams
• Opportunities for on-the-job training
• You’ll help secure identities!

 

Email me, james.beck@entrust.com

 

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and  youtube

Entrust Datacard Corporation is an EOE/AA/Veteran/People with Disabilities employer.

 

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