Senior Cyber Services Engineer

WORKING PLACE / Remote 
COUNTRY / America’s - USA - East Coast (Florida, Massachusetts, New Hampshire, Virginia)
DEPARTMENT / Technical Support
REPORTS TO / Director, Technical Support
TYPE OF CONTRACT: FTE 

General purpose:

The Senior Cyber Services Engineer represents Verimatrix in the day-to-day support operations for Verimatrix’s newest product line Extended Threat Defense (XTD).  XTD is a new type of threat defense that helps CISOs, SOC teams, engineers, and mobile app developers prevent, detect, respond, and predict threats originating from the mobile app to the edge. The XTD support team provides follow-the-sun support to Verimatrix customers as part of our global support model. Candidates can expect to receive trouble tickets from XTD customers and using their Verimatrix provided product training and industry knowledge provide integration and technical support to resolve the ticket.  When a ticket is not resolved by support candidates, they can expect to work with engineering counterparts to further diagnose, test, and deploy any potential remediations required to resolve the problem.

A candidate will come from a programing background and will have experience working in customer facing B2B roles in Service Integration, Professional Services or Managed Services environment.

Main responsibilities:
                                                                       

• Customer support - responding to monitoring alerts, incident tickets and information requests within predefined SLA’s.
• Troubleshooting of Verimatrix security products and environment (Hybrid On-Prem/Cloud).
• Problem management and root cause analysis.
• Keep track of ticket queues and acknowledge tickets within timelines.
• Taking ownership of the issues reported by the customer and providing response/solution/workaround within the time limits. Follow up with customer.
• Monitor assigned tickets and ensure closure.
• Reproduce issues reported by customer.
• Identify and escalate critical issues to management.
• Identify and triage critical issues with R&D.
• Contribute to Knowledge Base articles and Run Books used for investigation and issue resolution.
• Assist customers by resolving issues by going on call
• Work effectively with other teams (sales, engineering, R&D etc.).
• Be part of a team that provides global support to customer base, participate in shared weekend L3 on-call escalation duty.
• Proactively suggest changes to Verimatrix products, processes, or internal tools to improve efficiency. 
• Mentor Junior team members to increase team skill set and product knowledge.

Required skills and experience:

Qualifications & Skills
A successful Senior Systems Engineer will be proactive, driven, creative, interactive, communicative, a strong critical thinker, and flexible to anticipate questions and issues that customers and partners may encounter.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

• Written, verbal and interpersonal skills .
• Willing to learn new technologies and progress in an international team.
• Reliability.
• Self-Motivated Learner.
• Critical thinking and problem-solving skills, and the ability to walk others through their logic.
• 5 years+ experience with C++/Objective-C/Java.
• 5 years+ experience with 2 or more build systems.

Education

• Bachelor’s Degree in Computer Science, Information Technology or related field or equivalent of 10 years+ experience

Required

• Highly effective written and verbal communication skills.
• Strong time management, negotiation, and organization skills.
• Capable of managing multiple tasks and working well under pressure.
• Must be a self-starter, resourceful and able to participate in a highly collaborative, team-oriented work environment.
• Ability to maintain confidentiality and assist on sensitive matters with discretion.
• Ability to effectively interface with other departments, across all levels of the organization and with technology partners and potential partners and maintain cooperative working relationships.

Preferred but not Required.

• Experience in similar customer support roles.
• Reverse engineering skills.
• Experience with mobile development (iOS/Android).
• Ticketing tools like Zendesk or JIRA.

About Verimatrix:

Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business. To learn more, visit www.verimatrix.com.

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