CLIENT SERVICE ENGINEER – IDSS
Location: Beijing, China
Under general supervision provides technical support to customers, answering moderately complex
questions on function and usage of product via the telephone and/or Internet. Serves as primary support
liaison between company and customer. Conveys customer feedback to product development staff.
Possesses thorough knowledge of company’s products used by customers. Responsible for resource
planning and allocation, managing customer expectations and project deliverables, and providing cross-functional escalation and communication.
70% Resolves clients' questions or problems over the telephone or Internet in the areas of system
configurations/setup, product functionality and bugs/enhancements
Serves as primary support liaison between company and customer
Keeps customer informed of how and when problems are resolved
Involved in any additional follow up, testing and troubleshooting
Responsible for appropriate referral to other support and quality assurance areas
10% Resource Planning/Allocations.
Write technical notes, application notes, case studies and solutions
Responsible for resource planning and allocation
Promotes and maintains a high quality, professional, service-oriented company image among
Other duties as assigned
Bachelor Degree or equivalent education and experience.
BSEE or BSCS, MCSE, CCIE or equivalent preferred.
2 years industry experience working in a customer support role, providing technical application
support, in-depth trouble-shooting and diagnostics, and development in the area of either network
security products (Enterprise TS) or programming (SRM TS).
Minimum 2 years programming experience in C/C++ or C#
Other programming languages are a plus
Ability to write sample code to demonstrate SafeNet product functionality
Some background in licensing technologies
Experience in cryptography is desirable
Excellent communication skills, both written and verbal
Excellent organizational skills
Strong working knowledge in both Unix/Linux and Windows.
Familiarity with virtual environments (VMWare or equivalent)
Ability to work in a fast-paced environment with changing priorities is essential.
Ability to learn and integrate new technologies in a fast-paced environment.
Computer networking knowledge is essential