Senior Tech Support Specialist

Join us at Entrust. At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Get to Know Us. Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

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 will perform 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.
  • Training 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 tasks are completed prior to product launch.
  • Shares all relevant information from D5 New Product Development Core Teams in monthly report.
• Product Lifecycle Management (10%)
  • Analyze service data to quantify product and parts performance by product.
  • Report service data to engineering to drive product enhancements which improve product performance.

Qualifications:

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 an 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 and work with a team.
• Ability to juggle competing demands and priorities while maintaining strong attention to detail.
• Experience supporting a global client base.

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact? If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.

Apply today!

For more information, visit www.entrust.com.