Support Service Engineer –permanent position, full time, reporting to Head of Support Services (HSS)

The Support Service Engineer will be responsible for client-built product support and cloud-based service support.  They will assist in post-sale installation delivery and ongoing customer configuration issues.  The Support Service Engineer will be part of a team providing the best level of service in the PKI and high-trust electronic signature industry.   The role also involves working closely with Sales, Customer Success, Development and Partners to engage with Ascertia’s customers to fully support and serve their needs.  Key responsibilities include:

Product and service support

• Work as member of the Ascertia support team to drive successful outcomes within the defined response times
• Ensure that inbound support requests are clearly defined, categorised and prioritised for effective follow-up while on shift.
• Document each case correctly and provide next steps as required in the online CRM ticketing system.
• Proactively communicate with customers as needed to increase satisfaction
• Use the internal technical knowledge base, suggesting new articles as needed.
• Assist where required to provide internal service status on support cases to the wider Ascertia organisation
• Work effectively with senior support team members to plan for the release of new product versions and any new support service updates
• Work closely with Customer Success Managers on complex customer deployments, issues or items that need careful management to ensure successful outcomes
• Provide detailed and effective reports of product bugs, recommendations and enhancement requests to the development team.
• Work with the Senior support team on all operational tasks for external facing Ascertia services, including SigningHub.com and ADSS Servers where they are hosted as a private or multi-tenanted service
• Ensure Partner and customer information, including case, deployment and contact details are up to date in cloud case tracking and CRM tools

Team communication and feedback

• Become an effective and professional member of the team communicating a “can do” attitude for service, solutions and successful resolutions
• Ensure that there is feedback to relevant teams with any useful information such as upsell opportunities or product innovation items or licensing questions
• Provide feedback to the senior team members on items that could simplify support services efforts or help facilitate larger scale product deployments
• This is a technical service role requiring at least 3 years’ experience in installing operating systems (Windows and Linux), databases connectivity and managing cloud services such as Microsoft Azure and AWS.
• Experience is also sought for in Public Key Infrastructure (PKI), SSL installation, VPN, REST APIs, HTML5, JAVA, .NET, Database management, SQL, Cryptographic hardware, Hardware Security Modules (HSMs), Document management systems.   Also, knowledge of Ascertia’s strategic products – ADSS Server and SigningHub
• Flexibility is required to work when, where and as required to ensure service tasks are completed quickly and effectively to a consistently high standard, ensuring customer and partner satisfaction.  All work is performed on shifts, with some regular out of hours shift work a requirement.
• The role requires excellent self-discipline and timekeeping to manage concurrent tasks. 

We offer: 

• Market competitive remunerations
• Provident Fund, medical allowance, medical insurance
• Six monthly bonuses
• Six monthly appraisals
• Paid holidays
• Complementary meals
• Night and public holidays shift allowance
• Team building activities along with regular social events
• Company sponsored yearly excursion trips such as cricket, gaming or clubs

Why work for Ascertia?

Ascertia is a leader in the global high trust security market with offices in Pakistan, UK and the UAE.  Our focus is on continuous enhancement of our Public Key Infrastructure products and also our document workflow and digital signature approval products.   We mainly sell via our experienced global partner network but also sell direct.  Our products are used on-premise but also power Ascertia and partner cloud services.  R&D and support teams will be directly exposed to real-world business requirements and need to respond quickly and effectively where required.  Ascertia is recognized by Gartner and other analysts for its leadership products and is partners with a good number of the well-known trust service providers, cryptographic product providers and others. No other company that we compete with has such a wide range of products and capabilities.  Our goal is to grow by at least 30% per annum and to continue to dominate the high trust end of our market.

Product Information

Since 2001, Ascertia has been a global leader in delivering high-trust solutions for digital signatures, timestamping, certificate validation, certificate issuance.  Ascertia has two strategic products:

SigningHub (more business focused) delivers a complete signing solution enabling organisations to workflow documents for digital signature approval.  When integrated into core business applications or used standalone, SigningHub optimises how internal and external users can review, approve and sign documents at any time on any device.  Available as an on-premise product, private cloud service or multi-tenanted public cloud service.

ADSS Server (more technical focused) is an advanced framework product that offers a full range of PKI related services.  It is the cryptographic engine that powers SigningHub and includes support for qualified and AATL certificates, central key management, local and remote signing and long-term signature creation and verification.  Modular license options exist for CA, RA, OCSP, SCVP, TSA, central signing, local signing, authorised remote signing and long-term archiving.