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Customer Support Engineer in Shanghai

Riscure is a young, ambitious organization specializing in security testing for leading international clients from the semiconductor, payment, Pay TV, mobile and smart metering industry. In addition, Riscure is the leading vendor of specialist security testing products. We have 100+ employees with mixed technical and academic backgrounds working from offices in Delft, The Netherlands, Shanghai, China and San Francisco, USA.

Role description:

A Customer Support Engineer for the Riscure Products delivery fulfills these main tasks:

  • Giving customers the best possible experience with our software and hardware products.
  • Act as a connector between customers and the development team.
  • Participate in answering technical support questions, as well as give advice to customers about how to use the tools most effectively.
  • Test new releases of our software and hardware before being released to customers.
  • (If applicable) Execute acceptance tests for our setups in Shanghai office before shipment
  • Execute acceptance tests at customer sites at request.
  • Provide technical commercial support if needed.
  • Deliver product training at customer sites at request.

You report to the Operations Director in Riscure China.

Expected contribution:

  • Address & answer questions from customers related to the Riscure Inspector software. Delegate them to an expert if needed.
  • Deliver site acceptance tests to customers in China, including travelling if required.
  • Occasionally participate in R&D projects for developing new Side Channel Analysis/Fault Injection/Software Exploitation techniques & hardware and incorporate them into Riscure development projects.
  • Make our team a fun place to work.
  • Collaborate with sales, logistics and software development for further development of Riscure products, providing also feedback from an end-user perspective.
  • Contribute to improvement of the support infrastructure for Inspector support activities, and also the knowledge base system of support questions for internal/external use. E.g., provide comments on the related documentation & help files maintained by the Delft product unit team.

Your qualifications

  • Bachelor or Master Degree preferred in Information Technology or Electrical Engineering, with strong focus in one or more of these topics: Digital Signal Processing, Cryptography and/or Software development.
  • Ability to address difficult challenges & unexpected problems in a diligent, professional manner.
  • You have the following competences: pro-active, analytical, work accurately, patience with customers.
  • Good communication skills, the ability to teach and explain difficult problems to a wide variety of technical backgrounds from customers.
  • You proactively take ownership of your tasks and offer clear visibility to your team colleagues on the process of your solutions.

Interested?

Send your resume and motivation letter to hrCN@riscure.com If you have any hardware project, source code, academic thesis, whitepaper, or anything else that is relevant and that you’re proud of, don’t hesitate add a link to it as well.