Application Support Engineer

Job Description

Role Purpose

The Implementation Specialist is responsible for solution delivery such as Payment & Identity on customer environment and/or hosted environment. This position will manage installations and ensure customer success and satisfaction during project delivery which includes setup, installation, and interface development based on Entrust Secure ID issuance solution.

Responsibilities

Solution Delivery - 85%

• Solution deployment and configuration to meet customer needs
• Setup, install, and administer Payment and Identity financial solutions for our customers
• Collaborate with project management team to deliver the solution to the customer in a timely manner
• Act as technical expert on the solution, including participating in requirements gathering and validation
• Understand customer needs and work directly with clients to manage initial access, map and transfer data, create process documentation
• Test and troubleshoot functionality of installed systems; identify and document technical issues to be escalated to the proper organization for resolution
• Deliver solution training for customers, partners, and IT personnel
• Interact with System Administrators to apply software patches and perform upgrades to existing customer systems
• Maintain high availability for contact to ensure timely and accurate response to all inquiries
• Communicate effectively with external and internal customers/partners and provide information in a timely and accurate manner

Process Improvement - 15%

• Provide feedback based on client experiences to the owner of the components part of the solution for process improvements
• Create and maintain documentation to assist in future problem resolution
• Participate in and propose process, documentation, and solution improvements

Technology Qualification/Requirement

• Experience in utilizing .NET Framework and C# to integrate Entrust Secure ID or similar cryptographic and identity issuance solutions with 3rd party payment software
• 5+ years strong technical expertise in software development (.NET) on Windows-based platforms
• Technical understanding of PKI, Certificate Authority management, Certificate issuance, and Identity verification

Basic Qualifications

• Associate degree in information technology or equivalent
• Must have mastery of written and verbal communication
• 5+ years of experience in customer software delivery
• Experience with system integrations