SMTS II,Tech Support Engineer

CA-Toronto
Job ID
2017-6123
Category
Engineering

Overview

At Rambus, we are turning incredible possibilities into everyday reality by helping to deliver the innovations that greatly impact the world we live in. We create leading-edge semiconductor and IP products, spanning memory and interfaces to security to smart sensors and lighting. Our products are integrated into tens of billions of devices and systems around the globe, running critical applications for Big Data, Internet of Things (IoT), mobile, consumer and media platforms.

And our history runs deep – we have been a staple in Silicon Valley for the past 25 years and are continually anticipating key technology trends and are developing innovations that drive market changes. From a pure IP provider to becoming a fabless chipmaker, Rambus is evolving to address critical challenges in the semiconductor industry.

From Host Card Emulation (HCE) and tokenization, to empowering organizations to become their own Token Service Provider (TSP), Rambus Bell ID software provides a comprehensive, mobile payment solution to banks and retailers worldwide that loads and manages payment credentials on Near Field Communication (NFC)-based smartphones and connected devices. (Refer to https://www.rambus.com/security/mobile-payments/).

 

Bell ID is a division of Rambus (NASDAQ: RMBS) Security Division and has offices in Rotterdam, Boston, Toronto, Sydney, Singapore and growing… We are seeking well-rounded, senior customer-facing Technical Support Engineer.

 

As a member of the Rambus’ Global Customer Support team, Senior Support Engineer will provide technical support and solution to Rambus Bell ID customer base while serving as an advocate for customer needs. As a Senior Technical Support Engineer, you will be the technical interface between customer and Rambus Development/QA Teams for management and resolution of problems related to Rambus products. You will work closely with Support Management, Field, Engineering, QA, Product Management teams and 3rd party product partners to ensure Rambus is delivering superior technical support to our customers.

 

Technical problems expected to be primarily complex system/software issues. Role will have strong adjacency and collaboration with QA and Development teams, and an ability to flex in and out of QA role as Customer Technical Service workloads fluctuate.

 

Responsibilities

Specific responsibilities include, but not limited to:

  • Troubleshoot, reproduce, debug, and diagnose customer issues
  • Interface with customer’s via telephone, email, WebEx or Skype sessions
  • Log software defects using a bug tracking system and work closely with software developers to analyze the defects and track them to resolution
  • Regular and timely follow ups with customers with recommendations, workarounds, updates, and action plans
  • Document action plan and progress in case tracking systems
  • Escalate issues to management as per internally established processes and guidelines
  • Leverage internal technical expertise, including, but not limited to peers, mentors, product documentation, knowledge base, community forums, and other internal tools to provide the most effective solution to customer issues
  • Create new internal or external knowledgebase articles/documentation to capture new learning’s for reuse
  • Deliver Transfer of Information (TOI’s) Sessions (leveraging larger team if needed) to customers and/or internal team members
  • Assist customer outside of normal business hours, if required, including weekends and holidays
  • Provide onsite support at customer locations (if required)
  • Complete comprehensive customer site profile documents ensuring the customer’s infrastructure and architecture is documented
  • Reduce/deflect Support Request volume through education and proactive engagement with customers
  • Develop strong relationship with customer and engineering teams
  • Conduct weekly, semimonthly, or monthly meetings with customers for case reviews to identify issue trends and opportunities for corrective actions

Qualifications

Skills/Requirements:

 

Candidate must be familiar with standard software development, quality processes, support processes, methodologies, and tools, and must have a track record of very high technical competence that includes strong coding and/or scripting skills and individual technical accomplishments. You should have the passion & ability to learn new things, while never being satisfied with the status quo. Candidate should be able to travel to both remote Rambus as well as customer locations (domestic and international).

 

Education and Experience:

  • BS/MS in computer science, computer engineering, software engineering, or related degree preferred.
  • 8+ years of experience in Customer Support and/or QA
  • Experience in Financial and/or Mobile Payment environments is a plus

 

Technical:

  • Experience in databases (Oracle, DB2, SQL and MySQL), Global Platform Messaging, NFC/EMV and Mobile Payments
  • Hands on experience on Linux/Unix operating systems
  • Hands on experience with application servers, including: JBOSS, Apache Tomcat and WebSphere
  • Hands-on experience scripting languages (i.e. Python, Shell, etc.) is a plus but not a requirement; experience in debugging and troubleshooting Java applications is key.
  • Hands on experience of working on Large scale homogenous or heterogeneous distributed systems with high availability requirements on Virtual Machines and/or physical server clusters
  • Experience/exposure in software development lifecycle - from requirements through post-release support is essential
  • Knowledge of smart card, hardware security modules, card printers, and internet technologies is a plus
  •  

Customer Management:

  • Ability to speak confidently and communicate clearly with customer
  • Ability to work well with demanding customer
  • Excellent problem solving skills
  • Ability to understand customer urgency and sensitivity of problem
  • Excellent Verbal and Written communication skills

#LI-KM1

-------

Rambus creates cutting-edge semiconductor and IP products, spanning memory and interfaces to security, smart sensors and lighting. Our chips, customizable IP cores, architecture licenses, tools, services, training and innovations improve the competitive advantage of our customers. We collaborate with the industry, partnering with leading ASIC and SoC designers, foundries, IP developers, EDA companies and validation labs. Our products are integrated into tens of billions of devices and systems, powering and securing diverse applications, including Big Data, Internet of Things (IoT), mobile, consumer and media platforms. At Rambus, we are makers of better. For more information about Rambus, visit rambus.com. For additional information on life at Rambus and our current openings, check out rambus.com/careers/.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed