OmniTrust Technical Support Engineer (TSENG)

OmniTrust has a specific mission to deliver world-class end-to-end security solutions. Job Description An OmniTrust technical support engineer quickly becomes an expert user and administrator of the OmniTrust Device Lifecycle Management (DLM) system. They work as part of small and highly productive team to meet the needs of our growing and evolving fast-paced business. In addition to being DLM experts, the technical support engineer works diligently to ensure that OmniTrust customers’ needs are met in a timely fashion. The engineer must be passionate, versatile, flexible, and eager to tackle difficult customer challenges. Essential Functions • Administer the DLM system, as an expert, on behalf of customers • Work on-site with customers and attend customer meetings as needed • Take ownership of reported customer issues, and see problems through to resolution • Research, diagnose, troubleshoot, and identify solutions to resolve system issues • Manage the customer issue ticketing system • Capture and formally document customer requirements • Properly escalate unresolved issues to appropriate internal teams • Liaison between customers and the engineering team • Follow-up on action items and escalate issues as needed • Ensure all issues are properly logged • Provide accurate and timely reports • Maintain a positive and constructive relationship with customers • Work under general supervision • Occasionally travel to remote customer sites • Other tasks that may arise Competencies • Working knowledge of major operating systems including Windows, OS-X, and Linux • Ability to diagnose and troubleshoot basic technical issues and drive action items to closure • Familiarity with remote desktop applications and help desk software like Zendesk • Excellent problem-solving and communication skills • Ability to provide step-by-step technical help, both written and verbal • Strong organizational skills and diligent record keeping • Flexible, thoughtful, accountable, and passionate about work with a willingness to learn • MS Office literacy including Word, Excel, and PowerPoint • Familiarity with core web technologies including HTML and JavaScript • Familiarity with web security technologies like PKI and TLS Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5 p.m. Travel Occasional day and overnight travel may be required Required Education and Experience • Bachelor’s degree in software, computer, electronics, or other relevant engineering disciplines. Proven work experience as an Engineer or Technical Support Engineer or similar role Work Authorization/Security Clearance Must be a U.S. citizen Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. The US base salary range should be in the $70K-$90K + bonus + equity + benefits DOE Contact OmniTrust Irvine Office: 300 Spectrum Center Dr Suite 800 Irvine, CA 92618 OmniTrust Boston Office: 883 Boylston St 3rd Floor Boston, MA 02116 OmniTrust Detroit Office: 33533 West 12 Mile Road Suite 365 Farmington Hills, MI 48331 (949) 756-0690 (phone) rachel.slane@omnitrust.com https://omnitrust.com