CLIENT SERVICES ENGINEER
Aversan Inc. ( is a reputable Engineering Company that provides expertise in Systems Integration, Product Design/Development and Software/Product Testing for highly regulated industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified Client Services Engineer to work on leading edge technology products . The successful candidate for this position will be a part of highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.

Location: Ottawa, ON

Responsibilities

Identify and document issues consistently and clearly using group tools.
Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.
Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/ enhancements/ upgrades.
Advise customers, work to diagnose customer issues, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
Provide guidance and support on how to use the products with 3rd party solutions and supported integrations.
Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.

Basic Qualifications

Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.
A basic understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment.
Familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
Working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6.
Basic Knowledge of programming languages (C/C++ and/or Java). Knowledge of RSA PCKS Public-Key Cryptography Standards.
Database skills (Oracle and MS SQL Server).
Knowledge of virtual environments (VMWare or equivalent).
Familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.