Entrust
SeniorTechSupportSpecialist
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Tech Support Specialist at Entrust. Skills: Technical product support, New product development, Service readiness. Provide level III service support. Respond to inquiries and support requests”
What You'll Achieve.
Improve product performance
Industry & Context.
Problem solving
International travel expected
What They're Looking For.
Must Have
Associate's or B. S. Degree, 5 years of experience, MS Office products knowledge, Ability to travel up to 45%, customer orientation, commitment to quality, Proven written and verbal communications skills in English
Nice to Have
Knowledge of project management tools, High level of mechanical aptitude, Ability to think analytically, Ability to solve problems, Ability to make decisions, Ability to collaborate and work with a team, Ability to juggle competing demands, Maintain attention to detail, Experience supporting a global client base, Knowledge of additional language
What You'll Do.
Provide level III service support
Respond to inquiries and support requests
Work all customer problems to resolution
Escalate to engineering for assistance
Diagnose underlying cause of customer complaints
Diagnose performance issues
Manage Engineering Change Orders planning
Manage Field Change Orders planning
Roll-out ECOs and FCOs
Provide training for clients
Act as service team representative
Lead all aspects of service readiness
Develop service readiness project plan
Manage service readiness project plan
Partner with inventory control
Partner with training
Partner with technical publications
Partner with depot/repair
Partner with regional service teams
Ensure required service task are completed
Share relevant information from D5 Teams
Quantify product performance
Quantify parts performance
Report service data to engineering
Drive product enhancements
How You'll Work.
Team & Collaboration
New Product Development Core Teams; Service Functional Team Leader; Inventory control teams; Training teams; Technical publications teams; Depot/repair teams; Regional service teams
Communication Scope
Written communications; Verbal communications
Process & Methodology
Project development phases, Project launch
Full Job Description
**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 task
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