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INTERNAL APPLICATION: PROFESSIONAL SERVICES ENGINEER


SALES ENGINEERING | MAIDSTONE, KENT, UNITED KINGDOM | FULL TIME

Job Description


ABOUT GMO GLOBALSIGN

GlobalSign is the leading provider of trusted identity and security solutions
enabling businesses, large enterprises, cloud service providers and IoT
innovators around the world to secure online communications, manage millions of
verified digital identities and automate authentication and encryption. Its
high-scale PKI and identity and access management (IAM) solutions support the
billions of services, devices, people and things comprising the Internet of
Everything (IoE). The company has offices in the Americas, Europe and Asia. For
more information, visit https://www.globalsign.com/en/company.



SUMMARY OF THE ROLE

The Professional Services Engineer is responsible for systems implementation,
configuration, training, and content development for our AEG and IoT customers
and for our internal departments. The position reports into the Professional
Services Manager, is permanent and on 37.5 hours per week worked at 7.5 hours
per day from Monday to Friday, inclusive.

Main job responsibilities and accountabilities
 * Drive and manage the implementation stage, delivery, sign-off, and
   transitioning to Client Services Support for our high value PKI products.
 * Collaborate with Sales and Sales Engineering teams to define project scope,
   SOWs, and closing delivery service opportunities.
 * Provide value through technical product knowledge, service enablement and
   support of enterprise solutions.
 * Work cross-functionally with colleagues and other business entities to
   support our enterprise products within agreed SLAs.
 * Collaborate with Product Management, Software Development, and Quality
   Assurance teams in UAT stage for testing new product features and
   integrations.
 * Assist with the integration of our solutions to approved third parties.
 * Gather and analyze system logs to troubleshoot issues reported by customers.
 * Report to and follow up with Quality Assurance and Software Development teams
   any system issues and bugs found or reported by customers.
 * Communicate actively with customers regarding the status of bug tickets,
   product improvements and features, and incidents.
 * Create, develop, and update training material for our enterprise solutions
   portfolio.
 * Provide technical training to Client Services Support and Sales Engineering
   teams when a new feature or product version is released.
 * Act as an advocate for the customer in internal meetings with other
   departments.
 * Responsible for maintaining training and development plans agreed with line
   manager.
 * Provide the Professional Services team with subject matter expertise related
   to the proposed solution and customer’s needs to ensure successful service
   delivery.
 * Understand departmental KPIs, striving to increase departmental productivity,
   improve efficiencies via system or process change.
 * Non-standard hours and weekend work may be required to manage project
   launches, strategy, and process changes, including travel to customer sites
   for on-site installations.
 * Responsibility for complying with company policies and procedures, including
   but not limited to information security and acceptable use, and for
   undertaking mandatory in-house company training as required.
 * Undertake other job responsibilities and accountabilities within the remit of
   the job role as and when these may arise.


PERSON SPECIFICATION

Essential
 * Knowledge and experience using Microsoft Office tools.
 * Associate degree in Computer Science or related field.
 * Demonstrates organizational and time management skills, effectively meeting
   deadlines.
 * Ability to work across multiple time-zones as/when required.
 * Excellent English communication skills, both written and verbal.
 * Client focused with strong interpersonal skills and experience managing
   stakeholders and customers’ expectations.
 * Displays a polite and professional attitude when representing GMO GlobalSign.
 * Demonstrate research and problem-solving skills.
 * Ability to manage tasks and deadlines autonomously.
 * Experience in administering Windows and Linux Servers.
 * Knowledge of and experience in Active Directory Domain Services and
   Certificate Services.
 * Proficiency with Windows, Linux, and Mac endpoints.
 * Understanding of and troubleshooting experience with RESTful and SOAP APIs.
 * Computer networking and security knowledge and experience.

Desirable
 * Knowledge and experience in cryptography (PKI).
 * Experience in developing and delivering corporate course material and
   training.
 * Applicable experience in IT Technical Support environment or related.
 * Experience building relationships with third parties, including customers and
   stakeholders.
 * Virtualization knowledge and experience.
 * Proficiency in Azure – bonus points for AWS and GCP.


ONE GLOBALSIGN WAY

Our employees are expected to fully embrace our ‘One GlobalSign Way’ and
demonstrate the following behaviours daily in their job roles.

 * Ownership - Be responsible and accountable for own job responsibilities,
   performance, conduct, learning, training, development, career progression and
   effective communication.
 * Creativity - Challenge how things are done, suggest more effective and
   efficient ways of working, actively seek to improve customer service and
   product offering to both external and internal customers.
 * Integrity - Behave ethically and morally by complying with Company rules,
   policies, processes, procedures, and governmental/governing body laws and
   regulations.
 * Collaboration – Understand and demonstrate effective team working skills by
   working successfully within and across teams.
 * Diversity (and inclusion) - Contribute to a dignified work environment by
   respecting and including others irrespective of age, culture, ethnicity,
   race, nationality, religion, belief, gender, gender reassignment, sexual
   orientation, disability, marriage/civil partnership and pregnancy/maternity.
 * Waku Waku - Seek to be passionate and positive about GMO GlobalSign by
   aligning with the mission, vision, behaviours and objectives.


WHAT WE OFFER

We offer a competitive salary and benefits package including company
profitability scheme, workplace pension, group income protection insurance,
group private health insurance, group life insurance cover and much more.


EQUAL OPPORTUNITIES, DIVERSITY, AND INCLUSION

We are an equal opportunities employer supporting diversity and inclusion with a
zero-tolerance approach towards bullying and harassment.


BACKGROUND CHECKS

Due to the trusted nature of our business, we are required to complete
background checks which includes a basic criminal record check, employment
references and on qualifications.



APPLICATION PROCESS AND DEADLINE

If you meet the criteria listed above, found the nature of our business
fascinating, and can demonstrate our One GlobalSign Way behaviours daily, then
please apply for the role by sending us a cover letter along with your current
CV/resume before Wednesday, 16th February 2022.
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