Senior Technical Services Engineer

  • Full-time

Company Description

Founded in 1997, Guidance Software is recognized globally as the world leader in e-discovery and other digital investigations.

Our EnCase® software solutions provide the foundation for corporate government and law enforcement organizations to conduct thorough and effective computer investigations of any kind, including intellectual property theft, incident response, compliance auditing and responding to e-discovery requests-all while maintaining the forensic integrity of the data.

We also offer customized services in e-discovery, incident response, computer forensics, evidence presentation and trial testimony, using a team of former law enforcement professionals, e-discovery and litigation support experts, information assurance specialists and project managers who have front-line, hands-on experience in all areas of digital investigations.

Guidance Software trains more than 6,000 corporate, law enforcement and government professionals annually in the areas of computer forensics, enterprise forensics, e-discovery, and computer incident response. Courses and materials are offered in a variety of languages in Guidance Software facilities worldwide, through partners and online.

Our customers are corporations and government agencies in a wide variety of industries, such as financial and insurance, technology, defense, energy, pharmaceutical, manufacturing and retail.

There are more than 40,000 licenses of EnCase® technology worldwide. The EnCase Enterprise platform is used by more than half of the Fortune 100, including Allstate, Chevron, Ford, General Electric, Honeywell, Northrop Grumman, Pfizer, UnitedHealth Group and Viacom.

Job Description

SUMMARY:  The Senior Technical Services Engineer (STSE) will provide escalated technical assistance to external customers, Technical Service Engineers, and other departments via telephone, e-mail, interactive chat, and support portal message board. The STSE’s primary responsibility is to directly support the TSEs with complex customer issues and educate both on advanced-level technical concepts associated with Guidance products in use at customer locations. Additionally, the STSE will assist Technical Services (TS) management on administrative duties when required.

 

ESSENTIAL FUNCTIONS:

 

  • Ability to function as lead on special projects (Beta Test Program, Support Portal maintenance, network troubleshooting, staging special equipment).
  • Taking Tier 2 support service requests and assisting with Tier 1 requests when needed.
  • Coordinate troubleshooting of complex issues within customer environments in conjunction with TSE’s to provide learning opportunities.
  • Providing support to Technical Services Engineers as follows:
  • Mentor new Technical Services Engineers.
  • Demonstrate examples of effective customer communications and documentation of issues reported and worked.
  • Assist with training and development of new TS Engineers on all departmental tools including CRM and bug tracking systems, telephony, and support portal software.
  • Guiding personnel to contribute to and utilize departmental resources including training videos, knowledge base articles, product documentation, etc.
  •     Provide advanced-level technical support to customers and liaise with development resources when needed in order to isolate the source of customer problems.
  •     Assign TSE resources to respond to message board postings on the support portal.
  • Evaluate quality of message board posts and ensure TS messages are professional and informative.
    • Ensure lab documentation and Standard Operational Procedures are kept up to date.
    • Build or assist in building new machines for the TS Lab.
      • Evaluating and benchmarking new hardware that can be used for testing new products released by Guidance Software.
      • Ensuring all lab hardware/equipment meets product specifications
      • Ensuring al lab hardware/equipment is maintained/upgraded/configured and remains accessible to all staff
  • Specification and initial procurement of hardware and software for the department.
  • Working with TS management and initiate the customer escalation process.
  • Attending EnCase technical forum, weekly product meetings, training sessions, and disseminating key information to the rest of the department either via documentation or presentation.
  • Assist Technical Services manager with administrative tasks.
  • Any tasks or projects required or assigned by Technical Services management and the Vice President of R&D.

Qualifications

ESSENTIAL REQUIREMENTS:

  • Computer forensic methodology including investigations processes and legal precedence. 
  • Knowledge of hardware and software write-blocking devices, including, LinEn, WinEn.EXE, and Tableau.
  • Strong knowledge of networking principles, including firewalls, switches and routers, domain administration, and general network topology.
  • Knowledge of cybersecurity threats, detection, and remediation processes, and network intrusion methods and prevention.
  • At least two of the following operating systems, in addition to all flavors of Microsoft Windows:
    • *nix (OSX, BSD, , HP-UX, AIX, Solaris)
    • Linux (various flavors)
    • Novell
  • Working knowledge of EnScript, eDiscovery (including Legal Hold and Analytics/First Pass Review), CyberSecurity, EnCase Portable, Enterprise, Forensic, , and future products.
  • At least 2 years spent as a Technical Support Engineer in a comparable environment or relevant experience working with customers on complex technical issues.
  • Excellent verbal and written communications skills.
  • Ability to express complex technical concepts effectively, both verbally and in writing.
  • Intermediate to advanced skills in MS Word, MS Excel, PowerPoint, Access, and Outlook.
  • Ability to work effectively within a team environment.
  • Ability to relate to staff and customers with varying degrees of technical expertise.
  • Strong level of patience and control of emotions.
  • Strong attention to detail, organizational and follow-up skills.
  • Ability to be resourceful and demonstrate initiative.

DESIRED SKILLS:

  • Working knowledge of MS SQL Server 2008 or 2012, familiarity with SQL queries and/or DB permissions management.
  • Knowledge of structure and administration of IBM Domino, MS Exchange, MS SharePoint, and Active Directory, including group policies and permissions management.
  • Advanced knowledge of computer forensic & eDiscovery methodologies
  • Network+/MCSE/Linux+ RHCE certification
  • CISSP
  • EnCE certification
  • EnCEP certification

Additional Information

All your information will be kept confidential according to EEO guidelines.