"Alerted.org

Management Responsibilities:

+ Leading a team of support engineers and recognizing inefficiency and driving process improvement to enhance the productivity

+ Set vision and establish roadmap for new and existing support issues

+ Provide technical and soft skill coaching to maintain a motivated and effective team.

+ Monitoring and maintaining the team’s ability to meet or exceed the service level agreement (SLA)

+ Written and verbal communication skills with the ability to describe complex information in a clear and concise manner

+ Working with other departments to plan for the support of new offerings and services and improving support provided for existing ones.

+ Developing and maintaining policies, procedures, and processes.

+ Hiring, developing, and retaining talent.

+ Reducing the instances of issues through process improvement and root cause analysis.

+ Track and report on key results and initiatives being delivered by the team.

+ Proven ability to operate in an entrepreneurial and dynamic, fast paced situation, successfully handle multiple priorities and possess a high level of discipline and professionalism

+ An entrepreneurial spirit with the ability to drive innovation independently

+ Time management and prioritizing skills with the ability to lead multiple projects simultaneously

+ Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry

+ Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.

+ Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.

+ Responding to inquiries, escalations, and establishing partnerships with customers.

+ Understand industry-specific APIs and protocols used when interfacing with external systems

+ Contribute to knowledge base by creating and helping to manage documentation.

+ Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.

Technical Responsibilities

+ Test and troubleshoot new and existing hardware, software, and firmware developed for the data security and encryption industry

+ Provide remote troubleshooting and analysis assistance for installation, usage and configuration questions.

+ Become a trusted resource for customer questions on installs/upgrades/migrations, backup and recoveries and fix maintenance.

+ Responding to inquiries, escalations, and establishing partnerships with customers.

+ Understand industry-specific APIs and protocols used when interfacing with external systems

+ Contribute to knowledge base by creating and helping to manage documentation.

+ Find solutions for customers with a wide range of issues including answering how-to questions, trouble-shooting defects, performance issues and collaborating across Futurex departments to resolve problems.

Requirements

Required:

+ Bachelor’s degree in cybersecurity, or a technical and/or business related major

+ Broad information technology background

+ Strong communication skills

+ Strong problem-solving skills

+ Motivated, entrepreneurial mindset, with eagerness to learn

+ Flexibility to assist in several different departments of the company

+ Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance

+ Experience with TCP/IP networking

+ Experience with multiple architectures and platforms

+ Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)

+ Experience with technical support, sales, or quality assurance

Preferred:

+ Familiarity with enterprise data encryption technology, including hardware security modules (HSM); enterprise key, certificate, and PKI management solutions; and/or tokenization for PCI DSS compliance

+ Experience with TCP/IP networking

+ Experience with multiple architectures and platforms

+ Experience with OpenSSL, Linux, scripting (Python, Perl, Bash)

+ Experience with technical support, sales, or quality assurance

Benefits

+ Health, dental, vision, life, and short/long-term disability insurance

+ Paid vacation, holidays, and sick leave

+ Competitive compensation and opportunities for advancement

+ Complimentary gym membership

+ Retirement plan with employer contribution match

+ Scenic corporate campus with amenities including a tennis court, jogging trail, and putting green

+ Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals