Job Description

We are looking for a Technical Support Lead to join our team in South Africa. Reporting to the Head of Technical Support you will be responsible for supporting customers by solving complex technical issues in both production and non-production environments for Trustonic products. You will own customer escalations’ end to end, coordinating all relevant internal and external stakeholders taking part in the technical success of the customer and reporting to senior management all key matters.

A bit about the team and what you'll deliver...

Our Support Engineers are key contributors to the global Product organisation. They play a pivotal role in solving complex issues within our customer base. Individuals in this role are passionate about working with customers and display that passion by making every interaction an exceptional experience. We look for individuals with a great personality, communication skills, and an ability to solve technical customer problems in a fast and efficient manner, owning and driving customer’s technical to success from the Technical Support team.

As the Technical Support Lead you will:

• Resolve complex technical support requests in both production and non-production environments.
• Collaborate with support and other teams to provide high-quality and effective customer experience, with exceptional communication skills.
• Accept and troubleshoot customer cases submitted to a global queue.
• Leverage the Knowledge Centred Support (KCS) methodology for solving and documenting case resolutions.
• Author, publish, and evolve KCS articles as a by-product of solving issues.
• Communicate technical details in a clear, concise manner.
• Continuously learns new skills, technologies & products, keeping up with Trustonic SaaS Platform.
• Participate in regular testing of the product, including new releases.
• Help improve all customer-facing documentation in areas of expertise (Wiki & Zendesk)
• Work within support tools and manage work volume as communicated by the manager and be able to provide timely updates and manage customer expectations.
• Be able to read, write, and speak English fluently, communicating complex technical problems and solutions to customers of all skill levels while being personable.
• Be flexible - extended/weekend hours may be required.
• Manage customer escalations when high priority and/or severity issues arise and manage customers via tickets/troubleshooting sessions/crisis management calls/war rooms.
• Produce detailed reporting to Senior management and executive level about key customers, reporting, following up and delivering conclusions.
• Have demonstrated negotiation skills to have customer’s buy in on root cause analysis and related documentation delivery, building trust towards our product delivery and Technical Support

Who you are...

As a Technical Support Lead you will:

• Be receptive to change – flexible, seeks and adopts improved approaches and processes.
• Initiate action and are results-oriented, taking responsibility for actions and outcomes.
• Meet commitments and strive for high performance.
• Make timely decisions, prioritize effectively, solve problems, monitor results and take remedial action where necessary.
• Be technically proficient – knows the role and has a solid familiarity with tasks and responsibilities.
• Take responsibility for your own learning – know your personal strengths and recognise development needs.
• Be open to feedback and always seek to learn.
• Communicate ideas and have strong facilitation and written communication, proposing a way forward.
• Listen to views of colleagues and take in diverse perspectives.
• Work collaboratively – share information, foster teamwork and contribute to positive work environment where people want to come to work.
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the Culture code. Act as a good citizen of Trustonic.

What makes you, you...

As a Technical Support Lead you will have experience, knowledge and skills in the following:

• 4+ years of related experience and/or bachelor’s degree with 2-4 years experience
• Preferred support experience in JIRA and Zendesk
• Customer escalation management, Service Level Agreements and KPI tracking
• Basic knowledge of BASH scripts/Python and knowledge of AWS
• Exposure to mobile technologies advantageous
• SQL DB
• Linux SSH Keys and certificates
• Git
• APIs

Languages

• Fluency in English, both written and spoken

Qualifications

• University Degree or relevant experience

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Job Description

We are seeking a committed and enthusiastic Solution Software Engineer to join a team of multi-talented engineers, heavily involved in Trustonic product integration/support and security solution design and developments.  

A bit about the team and what you'll deliver...

The Solution Engineering Team is part of the wider Product group within Trustonic and responsible for integrating Trustonic Secure Platform products into our partner’s commercial products. They work closely with the local Sales and Product Management team to understand and follow our customers’ technical projects. They also assist in advertising all Trustonic products and performs demo to potential partners for acquiring new contracts. The Solution Engineering Team also develops and delivers some security technical features raised by specific regions to provide secure and easier solutions to our partners.  

Reporting to our Senior Solution Engineering Manager in Asia, we are looking for a customer-focused Solution Software Engineer based in Taiwan. Travel is expected to represent a proportion of time for this job. This role is mainly targeting Taiwan and the Hsinchu area but will be part of a wider team, dedicated to facing overall Asia customers and working closely with Chinese, Taiwanese and European colleagues in Trustonic. 

As a Solution Software Engineer, you will be: 

• energetic and passionate about delivering great software in a rapidly growing environment. 

• a hands-on developer with experience of developing software products on time and with excellent quality.  

• customer-focused.

• a profound and solid problem-solver.

• proactive in communicating with customers, other engineers and architects. 

The Solution Engineering team addresses advanced technology topics such as implementation of Trustonic TEE product features, and integration of these product features on our Clients SoC or mobile device. The main responsibilities of the Solution Software Engineer include:  

• Working with technology experts (internal or external) to understand product and security requirements. 

• Assisting the commercial team with technical questions and knowledge sharing. 

• Customer-facing in the support of Sales and Product teams. 

• Creating customer-facing technical materials such as training. 

• Working closely with R&D teams and Sales to prioritize, triage and respond to customer queries.

• Proactively dealing with dynamic customer requirements and issues in a professional manner. 

• Design, implement and test components of Trustonic technical solutions for customers. 

• Integrate Trustonic TEE product on different SoC platforms (ARM based). 

• Integrate Trustonic TEE product on different OEM devices (ARM based). 

• Help our customers to validate the Trustonic product integration ready on OEM devices. 

• Help to develop secure applications for different use cases on Trustonic’s solutions. 

• A very strong focus on debug and issue resolution, knowledge sharing. 

• Participate in technical meetings and prepare training programs. 

• Coordinate with the Research and Development team to identify issues and resolve them. 

• Establishing and maintaining customer relations.

Who you are...

As the Solution Software Engineer you have the following skills and experience:

Technical skills:  

• Good C language knowledge is mandatory. 

• Strong technical background: Embedded development and debug (including hardware debugger), ARM technology, system-on-chip (SoC), Android OS, Linux kernel and drivers, Fingerprint sensors, Cryptography, Secure policies and practices. Proven methodological testing skills an advantage. 

• Knowledge in these areas is an advantage: TrustZone, TrustZone-M, secure boot, crypto experience, how security relates to communication protocols, and of the principles necessary to provide end-to-end security. 

• An analytical mindset, able to approach a problem and devise a systematic way of solving it.

• Strong team player, able to work with cross-functional and distributed teams, to drive consensus across multiple stakeholders and to lead where necessary. 

• Ability to work with international customers, and with colleagues based at different locations. 

Languages: 

• Native or Fluent Mandarin, both written and spoken, is a pre-requisite.

• Fluency in English is required as it is the business language in the Company.

• Good oral and written communication and reporting skills.

Experience:

• 3+ years of software engineering, customer facing application engineering experience required.

• Preferred experience in Security products (from embedded software to cloud services, including HSMs) in a multi-national company.

• Preferred experience in SoC security (from BootROM, boot-loader, TrustZone, TEE, Android security … etc.).

The following skills would also be desirable:

• First experience in embedded software or in Linux driver development is a strong plus. 

• A problem-solver, often thinking of unique ways of working to improve everyday tasks. 

• Good familiarity with version control and building tools (Git / Maven / Gradle / Jenkins).

• Awareness of PKI and cryptography principles.

• Extensive experience in designing secure systems.

• Experience of Java (server/cloud or device side) or Scripting (e.g. Python).

• Experience of chip vendors, e.g. MediaTek, Samsung, Qualcomm … etc. 

• Insight into or experience of working with the telco industry.

What makes you, you… 

As the Solution Software Engineer you are: 

• Able to thrive in a dynamic, constantly evolving, multi-cultural small team environment.

• Customer and business oriented, entrepreneurial with an inherent sense of urgency.

• Excellent triage ability with the ability to prioritize projects and work.

• Prepared to invest whatever effort is required to get the job done (including travel).

• Team player.

• Good creative intelligence .

• Tenacious with a problem-solving approach.

Qualifications

• A bachelor’s degree or equivalent experience in computer science or related IT/engineering degree is required.

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