Wave Systems Corp. (fka WAVXQ)

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Interesting Job at Wave.............


Senior Escalation Engineer
Wave Systems Corp. - Cupertino, CA (San Francisco Bay Area)
Job Description
Are you ready to join a team of the world’s best technical experts to enable the success of Wave’s Identity and Data security solutions for our commercial accounts?

You will have a chance to solve technically complex problems for the some of the world’s largest companies. As a trusted advisor to the senior data center admins, you will have influence over the implementation of a broad range of solutions. Your technical and relationship skills are critical to the success of our solution and the customer’s perception of value.



We help earn customers’ loyalty for a lifetime, while working in partnership with product development to help improve product quality. We are there to help customers when they need help the most. In this role, you have an opportunity to be a personal hero for a customer who is experiencing critical problems with their most critical infrastructure and edge technologies.

You will have a chance to use source code and debugging to solve technically complex problems and working with the largest enterprise customers. As an Escalation Engineer, you are a technical leader and will have many opportunities to assist in the growth of other Engineers through one-on-one mentoring, one-to-many education scenarios and case collaboration. You will be designing and driving the discovery of potentially unique solutions for each customer situation as part of a team. We’ll provide you with abundant resources, including the product source code, Design specifications and advanced diagnostic tools. As a member of this engineering organization, you will benefit from access to the most comprehensive collection of experts as well as the opportunity to work directly with the Product Managers and Developers who design and build the product. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. An Escalation Engineer is also a key technical interface to the Product Group for the resolution of high impact or pervasive issues effecting Wave's corporate and Cloud customers. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.



Our world can only be described as a continuous learning environment with significant investment in allowing top technical minds to reach their full potential. There are many career paths in this position, including becoming a subject-matter expert, Team management or developing code through an escalation services role. Join our team of smart people and great leaders, and experience working with our cutting-edge technology including cloud services.


Responsibilities:

- Represent Wave in communications with corporate customers via telephone, written correspondence, or electronic service to assist customers in resolving technical issues involving Wave’s products and technologies

- Understand and document complex customer issues involving several functional components across Client, Server and Cloud (SaaS) services, establish an action plan and drive a consistent root cause analysis process.

- Establish and communicate on a regular basis, case status information, technical and commercial impact statement and communicate those to technical stakeholders and senior management.

- Provide code level root cause analysis and steps to reproduce to the development team with suggested workaround or minimal impact code fix.

- When necessary, build reproduction environments to simulate and reproduce customer issues.

- Work across product teams and understand cross product architectural dependencies and have a holistic understand and ownership of the supportability process across all product areas.

- Act as a lead, and assist in identifying and recruiting additional escalation engineers to your team as it becomes necessary.

- Provide feedback on process, tools and product enhancements required to increase customer satisfaction and product supportability.

- Foster positive customer relationships and build customer loyalty in Wave, while effectively managing challenging situations.

- Demonstrate strong interpersonal and communication skills, while working with varying audiences from highly technical engineers, to developers and architects, as well as executive level management.

- Demonstrate leadership through personal responsibility, accountability and teamwork.

- Act as a technical focal point in cooperative relationships with other companies.

- Manage critical situations that may involve technically challenging issues and diverse audiences.

- Receive escalated, technically complex mission critical or politically hot customer issues and maintain ownership of the issue until resolved completely.

- Be responsive to customer needs, both within and outside of normal business hours in some situations or as part of an on-call rotation.

- Apply a logical and methodical approach to remote problem resolution.

- Use trace analysis, debug skills, source code, as well as sophisticated and proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.

- Maintain strong working knowledge of released products, take ownership for product improvement and participate in pre-release activities and BETA programs.

- Work directly with the Development and Sustained Engineer teams to obtain product design information.

- Interact daily with other customer support engineers to provide technical action plans or take ownership of cases that require escalation.

- Create technical content including Knowledge Base articles, whitepapers, training documents and blog postings.

- Act as a subject matter expert providing continues proactive knowledge transfer to the customer support field engineering organizations.

- Write, debug and Provide sample scripts to customers and field to address ad-hoc issue in VBscript or JavaScript.

- Opportunities to travel both within the US and internationally to other Wave locations for training and meetings or to customer sites to assist with problem resolution may be available.

- Certification as an MCSE, MCSD or MCPD is facilitated through company provided resources and testing and is required within one year of employment. Candidates with existing certificates are highly encouraged.
Desired Skills & Experience
Basic Qualifications



- Experience with post-mortem debugging using Visual studio or similar debugger tools

- Able to read and analyze C++ and C#.

- Ability to capture, read and analyze network traces.

- Working knowledge of Windows Architecture and Internals (e.g. Processes, Threads, Memory Management, Networking, and Kernel Architecture)

- Ability to read trace logs, understand code execution flows, and perform user mode debugging.

- Knowledge of tracing and logging facilities of the Windows server and client platforms.

- Knowledge of basic transact SQL query language, preferably with Microsoft Sql server.

- Good conceptual understanding of Data encryption, Authentication, PKI and Enterprise and internet security architecture.

- Previous experience working in an administrative, consulting or development capacity on an enterprise server product, such as Active directory, SQL, IIS, or Security management or similar Microsoft or other Windows based products.



Preferred Qualifications:



- Candidate must be a strong critical thinker, and enjoy solving challenging problems (often involving code level analysis). Escalation Engineers are frequently involved with high profile issues, and therefore must be able to handle both political and complex situations. Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment.

- Experience with Mobile phone platforms preferred but not required.

- Virtualization and SaaS service management or support experience is a plus.

- The ideal candidate may have a four year degree in C.S. or Engineering and a minimum of four years product support experience or the equivalent in work experience.

- Ability to provide targeted code changed in C# or C++ as a hotfix or debug build is preferred but not required.
Company Description
Wave Systems is a leading provider of client and server software for hardware-based digital security, enabling organizations to know who is connecting to their critical IT infrastructure, protect corporate data, and strengthen the boundaries of their networks. Wave’s core products are based around the Trusted Platform Module (TPM), the industry-standard hardware security chip that is included as standard equipment on most enterprise-class PCs shipping today. A TPM is a highly secure cryptographic support system. It generates, stores and processes keys, which can be used to encrypt information and harden identities. It provides a broad range of security features, but because the TPM works independently of the operating system, it can serve as a “root of trust,” verifying the integrity of the machine and user.

Additional Information
Posted:March 2, 2011
Type:Full-time
Experience:Associate
Functions:Marketing
Industries:Computer Software

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Job ID:1447113