Senior Tech Support Specialist

Position Overview

The Sr. Technical Product Support Specialist works with internal and external clients to answer technical inquiries and resolve escalated technical issues with Entrust’s Bureau Solutions products. The incumbent also represents the service organization with new product development projects and performs the accountabilities detailed below and other duties as assigned.

• Technical Product Support (75%) – Provides level III service support to internal and external clients globally. Responds to inquiries and support requests from customers in a timely manner. Works all customer problems to resolution and escalates to engineering for assistance when necessary. Diagnoses underlying cause of customer complaints or performance issues. Manages Engineering Change Orders (ECO) and Field Change Orders (FCO) planning and roll‑out.
  
  Trains for clients.
• New Product Development (15%) – Acts as service team representative to assigned D5 New Product Development Core Teams. Leads all aspects of service readiness for new Bureau Solution products as the Service Functional Team Leader during the project development phases. Develops and manages detailed service readiness project plan. Partners with inventory control, training, technical publications, depot/repair, and regional service teams to ensure that all required service task are completed prior to product launch.
  
  Shares all relevant information from D5 New Product Development Core Teams in monthly report.
• Product Lifecycle Management (10%) – Analyzes service data to quantify product and parts performance by product. Reports service data to engineering to drive product enhancements which improve product performance.

• Basic Qualifications – Associates or B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or equivalent experience. Minimum 5 years of experience working with complex electro‑mechanical hardware and companion software. Knowledge of MS Office products and related software programs. Ability to travel up to 45% with some international travel expected. Strong customer orientation and commitment to quality. Proven written and verbal communications skills in English;
  
  knowledge of additional language will be added advantage.
• Preferred Qualifications – Knowledge of project management tools and techniques. High level of mechanical aptitude. Ability to think analytically, solve problems, make decisions, and collaborate with a team. Ability to juggle competing demands and priorities while maintaining strong attention to detail. Experience supporting a global client base.

Entrust is an EEO/AA/Disabled/Veterans Employer. For Canadian roles, Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities. If you require an accommodation, contact