Job Description
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.
Responsibilities
- 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 as...