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.
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 are completed prior to product launch
Shares all relevant information from D5 New Product Development Core Teams in monthly report
Product Lifecycle Management (10%)
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 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
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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.
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.
For more information, visit www.entrust.com. Follow us on, LinkedIn, Facebook, Instagram, and YouTube
For US roles, or where applicable:
Entrust is an EEO/AA/Disabled/Veterans Employer
For Canadian roles, or where applicable:
Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.
If you require an accommodation, contact [email protected].
Recruiter:
Neha Rathore
[email protected]