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Job Description

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

  • Ascertia is a global leader in PKI and high-trust electronic signature solutions.  The company designs and develops software products in-house and sells these to a global audience, mainly through a network of local reseller partners. 
  • Ascertia has experienced solid revenue growth and is hiring new team members.
  • The Senior Support Service Engineer will be responsible for product support, service support and relevant operational systems.
  • They will assist in Proof of Concepts, post-sale installation delivery and configuration projects. 
  • The Senior 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 involves working closely with the Sales, Customer Success, Development and Partners to engage with Ascertia’s customers to fully support and serve their needs. 

Key responsibilities include:

  • Work as senior member of the Ascertia support team to drive successful outcomes within the defined response times
  • Ensure that inbound support requests are clearly defined, categorized and prioritized for effective follow-up while on shift.
  • Work with the team to build an effective technical knowledge base with relevant, reusable material and create and maintain relevant documents
  • Assist where required to provide internal service status on support cases and projects to Management, Sales, Customer Success, CTO and Management
  • Work effectively with the senior support team members to plan for the release of new product versions and any new support service information
  • Work closely with Customer Success to manage any 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

Operational systems support

  • 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
  • Work effectively Senior support team to plan any changes or upgrades to Ascertia hosted online services
  • Ensure effective communications for any planned cloud service interruptions to customers and partners in line with agreed SLAs
  • Identify process, structure or operational improvement areas, discuss and implement solutions to address these with the Head of Support Services
  • Coach and mentor the Support team. 
  • 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

  • Work with HSS  to build an effective team who are service, solution and success focused, who exhibit clear professional communications, a “can do” attitude and a respect for good security practices
  • 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 HSS and CTO on items that could simplify support services efforts or help facilitate larger scale product deployments, so that products are developed in a way that makes them easy to install, configure and set up with appropriate resiliency and high availability
  • Knowledge of Ascertia’s strategic products – ADSS Server and SigningHub is desirable, as is a good understanding of PKI, EU eIDAS Regulation and GDPR. 
  • This is an advanced technical service role requiring 5 years’ experience of installing and configuring operating systems (Windows and Linux), databases and managing cloud services such as Microsoft Azure and AWS.
  • 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 and importantly repeat annual business. 
  • 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 weekend 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 UK limited company. 
  • The focus of the company is the development of high trust PKI products particularly focused on long-term digital signatures, mainly sold through our global partner network.
  • Ascertia is a recognized brand for high trust cryptographic security. 
  • A good number of the security industry leaders recommend or resell Ascertia products. 
  • Gartner rates Ascertia very well for our leadership position in providing high trust digital signature solutions and our global delivery capability. 
  • We are a successful global provider of products and services with a friendly and caring approach to our colleagues. 
  • We are a friendly team of people that focus on getting the right relationships with our key partners and clients.
  • Around the world there are approximately 100 staff with a strong focus on R&D and technical high trust sales. 
  • Ascertia has seen strong year on year growth and needs to expand it Customer Service and Operational teams.
  • There is excellent growth potential at Ascertia. 
  • There is no limit to the progress a successful candidate can make. 
  • We are heavily dependent on the personal skills and experience people bring and the way these can be harnessed for company and personal success.

Product Information

  • Since 2001, Ascertia has been a global leader in delivering high-trust solutions for digital signatures, time stamping, certificate validation, certificate issuance. 
  • Ascertia has two strategic products:
  • SigningHub (more business focused) delivers a complete signing solution enabling organization to workflow documents for digital signature approval. 
  • When integrated into core business applications or used standalone, Signing Hub optimists 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 Signing Hub 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, authorized remote signing and long-term archiving.

Job Details

Total Positions:
3 Posts
Job Shift:
Rotating
Job Type:
Department:
QA & Support
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
Bachelor's in Computer Sciences or Information Technology
Career Level:
Experienced Professional
Experience:
4 Years - 10 Years
Apply Before:
Dec 20, 2020
Posting Date:
Nov 19, 2020
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Ascertia (Pvt) Ltd.

Information Technology · 51-100 employees - Lahore

Ascertia is a UK limited company. The focus of the company is the development of high trust PKI products particularly focused on long-term digital signatures, mainly sold through our global partner network. Ascertia is a recognized brand for high trust cryptographic security. A good number of the ...Read More

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