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CUSTOMER SUCCESS MANAGER
Position: Geldermalsen, the Netherlands

Are you superb at providing outstanding customer service? Do you have the skills and passion to serve our financial services customers by creating a lasting, positive experience of our product offering? Join our team and help financial services companies to protect their customers’ accounts and secure their digital transactions through advanced authentication and app security technology. 

Entersekt’s Customer Success Manager will manage relationships with a portfolio of existing key financial services customers. Our primary focus is on top-tier financial institutions; in this role, you will form trusted business relationships with all key decision-makers and influencers. You will support Entersekt. We are looking for an energetic person with a hands-on approach, strong, multi-lingual communication skills, and attention to detail.

Responsibilities

  • Manage a portfolio of customers and ensure their success with our product offering by providing ongoing administrative support
  • Oversee key account management best practices, coordinate activities, and measure progress
  • Work with prospects and customers to support their procurement processes and project timelines
  • Identify key stakeholders with a view to providing country managers with upsell and cross-sell opportunities.
  • Provide accurate reporting and forecasting for each of a portfolio of customers via Salesforce
  • Support country managers in Salesforce administration
  • Assess sales resources, and identify ways to maximize the use and development of these resources
  • Assist the Marketing department in lead generation through collaboration on blogs, webinars, case studies, and other assets
  • Continue engagement with customers through customer success stories, by creating a proven track record, and by utilizing upsell and cross-sell opportunities
  • Support sales programs as required to increase prospect pipeline and boost sales
  • Ensure that all customer account details are kept up to date, and that new sales opportunities are loaded into Salesforce daily

Requirements

  • 5+ years’ inside sales or sales support management experience
  • Affinity with online and mobile solutions
  • Experience working with Salesforce
  • Fluent in English and German
  • Live within a reasonable commute to our European main offices in Geldermalsen 
  • Although this is an inside sales support role, you will be expected to occasionally travel to customers throughout Europe

Apply for this position by emailing your CV and a cover letter to careers@entersekt.com.

*(FFA)

TECHNICAL SUPPORT TEAM LEAD
Position: Stellenbosch, South Africa

Are you a natural troubleshooter, cool, calm, and collected in your approach to people, with rigorous organizational skills? Help us ensure that Entersekt’s customers get the level of service they deserve. The Technical Support Team Lead must ensure that Entersekt’s deployed solutions provide our customers with a level of service that sets us apart in the industry. 

Please note that this is a very technical role that may not suit potential Call/Contact Centre Manager candidates.

Responsibilities
Managing the technical support relationship with customers:

  • Conduct critical incident response and customer communications
  • Initiate and drive problem and change management in line with ITIL and best practices for the software industry
  • Maintain key relationships within customers’ operations teams
  • Chair service-level compliance meetings with customers
  • Report to customers on service quality every month
  • Coordinate corrective actions with internal teams

Managing Entersekt’s support policies and processes:

  • Incident management process
  • Service request or case management process
  • Service desk process and resources
  • Our Knowledge Base, troubleshooting guides and self-help documentation

Supporting the support team:

  • Acting as escalation point for incidents and service requests
  • Acting as an escalation and coordination point for the regional support and sales teams
  • Managing and driving of Severity 1 and 2 incidents to closure (incident, problem, and change management)
  • Engaging cross-functional stakeholders and coordinating the resolution of issues
  • Assisting with process development and workshopping of problems and challenges
  • Assisting with the scoping, implementation and reviewing of support tools

Practical considerations:

  • Must be prepared to be on standby on a rotating basis (for system alarms and client emergencies)
  • May be required to travel from time to time to assist with implementations, upgrades or training

Requirements
Qualifications and experience

  • A relevant tertiary technical qualification (Engineering, Computer Science or IT)
  • 8+ years’ experience in a product/software development and service organization delivering to the enterprise market
  • Experience in advanced (Tier 3-4) support of enterprise clients
  • Experience in dealing with software development teams
  • An overall understanding of IT infrastructure and networking, including mobile networks and devices, from a troubleshooting perspective
  • A basic understanding of how Linux, mySQL, Java, Webservice APIs and Python, or similar technologies, work from a support perspective (i.e. the ability to query and analyze databases, transaction workflows and logs for troubleshooting purposes)
  • ITIL training, or experience in a service organization following ITIL processes
  • Experience in the financial, software support or telecommunications industries (beneficial)
  • Must be a South African citizen

Skills and competencies

  • Ability to analyze and troubleshoot complex problems, then propose solutions or recommendations (a proven track record will be advantageous)
  • Effective written and verbal communication skills (i.e. the ability to express thoughts clearly, listen carefully and respond appropriately). The applicant must be able to present clear communication to reduce misinterpretation and misunderstanding
  • High emotional intelligence: understanding his/her emotions and how these impact others. The ability to identify the wants, needs, and viewpoints of others
  • Ability to manage conflict well and build strong relationships
  • Leadership skills and the ability to influence, negotiate with and persuade others
  • Action-oriented and passionate about customer service
  • Attention to detail and a love of structure
  • Ability to function well under pressure

Apply for this position at careers@entersekt.com.

*(FFA)

REGIONAL SUPPORT SPECIALIST
Position: Sandton, Gauteng, South Africa

At Entersekt, we are working on building an extraordinary customer experience, and we are looking for exceptional people to help us realize that vision.

What does this mean for you as an applicant? First and foremost, it means that you must enjoy communicating with customers - whether that requires a phone call, an email, or assisting with the creation and expansion of our knowledge base resources. Secondly, you must know your way around a computer, as well as be fairly familiar with product and software development lifecycles and how end-to-end software solutions and services are supported.

This is essential, as on the one hand you have to be able to understand our solution to the extent that you are able to support clients. On the other hand, the support team also writes and uses queries, analyzes logs, parses data, trouble-shoots with upstream third-party providers, and interfaces with downstream customer systems.

You must enjoy working in a team, but more than that, you must be able and willing to work with other teams to accomplish shared goals. This requires humility, a drive towards self-improvement, and a desire to expand your knowledge set above and beyond the direct requirements of your duties.

You may be required to travel into the region (South and Sub-Saharan Africa) from time to time to assist with implementation, rollouts, upgrades or training.

Requirements

  • A tertiary qualification (diploma or degree) in Engineering or IT
  • At least 3 years’ work experience supporting proprietary or custom products and solutions in the ICT/technology sector (i.e. not standard workplace applications)
  • Experience in advanced (tier 3-4) support of enterprise clients
  • Experience in the use of incident management tools and systems (Jira, CRM, SysAid, Salesforce Desk, etc.)
  • A proven track record in solving complex technical and system-level issues
  • An overall understanding of IT infrastructure and networking, including mobile networks and devices, from a troubleshooting perspective
  • A basic understanding of how Linux, mySQL, Java, web service APIs and Python, or similar technologies, work from a support perspective (i.e. be able to query and analyze databases, transaction workflows and logs for troubleshooting purposes)
  • Experience working with development and engineering teams in a product development organization (beneficial)
  • Exposure to financial services or telecommunications industries (beneficial)

Attributes

  • Excellent written and verbal communication skills, with an emphasis on confidence, flexibility and professionalism – this is key to the position
  • Attention to detail
  • Systematic approach to problem-solving
  • Professional attitude and behavior, as well as being customer-focused
  • Ability to build relationships with both customers and colleagues

Responsibilities:

  • Handling of escalated cases and incidents from various regions and territories
  • Managing and driving of hot issues and system-wide incidents to closure
  • Acting as a coordination point for the regional sales team
  • Engaging cross-functional stakeholders and coordinating the resolution of issues
  • Assisting with process development and workshopping of problems and challenges
  • Assisting with the scoping of support tools
  • Attending of development and other meetings that require support input
  • Performing standby (for system alarms and client emergencies) on a rotating basis

Apply for this position at careers@entersekt.com.

*(FFA)

AUTOMATION ENGINEER
Position: Stellenbosch, South Africa

The Quality Assurance (QA) team is looking for someone who has a passion for quality and researching new technologies that will solve software development challenges. The QA team is integral to building Entersekt’s cutting-edge security software, and as an Automation Engineer you are an equal among Developers with a passion for building quality software.

You will support the Lead Automation Engineer in extending and maintaining our state-of-the-art test automation framework, and partner with QA Analysts to design and execute automated tests for releases. As part of evolving our highly successful framework, you will leverage industry-leading technologies such as Node.js, Cucumber, Appium, and Docker. You will be expected to stay abreast of the latest trends and recommend improvements to the framework and quality assurance toolset. Besides technical acumen, you will need to help maintain Engineering’s ‘quality bar’ by contributions such as analysing functional and non-functional test results, recommending corrective action and providing feedback to Developers and Architects that determine platform and application capabilities of the end-to-end system.

Entersekt is a leader in our domain, with a global presence, so we set the bar high. The more of the following you can offer, the better suited you will be for the position.

Technical skills

  • Computer Science or related degree
  • 4+ years’ development experience
  • Competent open source software developer
  • Comfortable working with Linux and a scripting language such as Node.js, Python, or PHP
  • Experience configuring systems for automated testing
  • Experience testing product functionality with SOAP and REST APIs
  • Experience with performance and/or security testing

Attributes          

  • Able to multitask and balance immediate and long-term tasks and requirements
  • Strong analytical and investigative problem-solving skills
  • Good team player
  • Good interpersonal and communication skills

Apply for this position by emailing your CV and a cover letter to careers@entersekt.com.

*(FFA)

SYSTEMS DEVELOPER
Position: Stellenbosch, South Africa

Entersekt is looking for a back-end programmer who is borderline fanatic about engineering world-class software systems. You’ll join one of five scrum teams in fast-tracking the building of scalable and secure distributed Java-on-Linux systems.

As a member of the back-end team, you will work closely with developers, QA automation engineers and a product owner to help deliver features for Entersekt’s suite of security-focused products.

Entersekt is a leader in our domain, with a global presence, so we set the bar high. The more of the following you can offer, the better suited you will be for the position.

Technical skills:

  • 2+ years’ experience with object-oriented development (e.g. C++, Java)
  • Experience with Git
  • Experience with CI/CD systems
  • Linux experience: RPM-based distros, iptables, networking tools
  • Network protocol knowledge (e.g. TCP, UDP, DHCP, HTTP)
  • Protocol troubleshooting skills (e.g. Maestro with Wireshark)
  • NoSQL experience (e.g. Cassandra, Mongo, Redis)
  • Reactive programming experience (e.g. RxJava)
  • Container technologies (e.g. Docker)
  • Understanding of and experience with OO design patterns
  • Experience with Agile development frameworks like Scrum
  • DevOps experience
  • Knowledge of computer science algorithms and complexity theory
  • Preferably, knowledge of Java cryptography and PKI
  • Preferably, a software/engineering qualification (e.g. computer science degree)

Personality attributes:

  • A healthy self-esteem – you will be challenged by some bright minds on a regular basis
  • Good communication skills – you will need to explain your ideas to your teammates
  • The ability to get things done – we don’t like micro-management, but we expect you to do the right thing
  • A tendency to think outside the box – innovation is valued highly at Entersekt
  • A preference to work in a team rather than by yourself
  • An attitude of being proud of your code and taking ownership

Apply for this position at careers@entersekt.com.

*(FFA)

CLOUD SYSTEMS DEVELOPER
Position: Stellenbosch, South Africa

Entersekt is looking for a distributed cloud systems developer who is borderline fanatic about engineering world-class software systems. You’ll join one of five Scrum teams in fast-tracking the building of scalable and secure distributed Java-on-Linux systems.

As a member of the back-end team, you will work closely with developers, QA automation engineers and a product owner to help scale our cloud monolith by slicing it up into micro-services, introducing NoSQL technology, employing distributed schedulers like Docker Swarm Mode, and building continuous deployment pipelines.

Entersekt is a leader in our domain, with a global presence, so we set the bar high. The more of the following you can offer, the better suited you will be for the position:

Technical skills:

  • 4+ years’ experience with object-oriented development, e.g. C++, Java
  • DevOps experience
  • Linux experience: RPM-based distros, iptables, networking tools
  • Protocol troubleshooting skills, e.g. Maestro with Wireshark
  • Experience with software load balancers and reverse proxies, e.g. HAProxy, Traefik
  • NoSQL experience, e.g. Cassandra, Redis
  • Network protocol knowledge, e.g. TCP, UDP, DHCP, HTTP
  • Experience with container technologies, e.g. Docker
  • Experience with or knowledge of building modern monitoring systems, e.g. Prometheus
  • Experience with horizontal scaling of cloud components or cluster-aware development
  • A solid understanding of and experience with architectural design patterns, especially micro-services
  • Experience with Agile development frameworks like Scrum
  • Experience with domain-driven design
  • Knowledge of Java cryptography and PKI
  • Knowledge of computer science algorithms and complexity theory

Personal attributes:

  • A healthy self-esteem – you will be challenged by some bright minds on a regular basis
  • Good communication skills – you will need to explain your ideas to your teammates
  • The ability to get things done – we don’t like micro-management, but we expect you to do the right thing
  • A tendency to think outside the box – innovation is valued highly at Entersekt
  • A preference to work in a team rather than by yourself
  • An attitude of being proud of your code and taking ownership

Apply for this position at careers@entersekt.com.

*(FFA)

LINUX DISTRO & OO DEVELOPER
Position: Stellenbosch, South Africa

We are seeking an object-oriented systems programmer with in-depth Linux knowledge, who is borderline fanatic about building world-class software systems. You will join a back-end team of nine in fast-tracking the building of scalable and secure distributed Java-on-Linux systems.

In this position, you will be working closely with Agile developers and QA automation engineers. You will be helping to deliver features for a new product that we have started developing to complement our existing product suite. You will also work closely with the development manager, who will expect your input on best-practice design, technical strategy and mentoring younger developers as they master the tricks of the trade.

For starters, our new product will require your skills to create a lightweight, strong-security Linux distro aimed at running containerized, reactive micro-services on bare metal appliances that form a container cluster. A key requirement of yours will be to do secure atomic updates from our cloud environment. It goes without saying that a strong background in *nix operating systems is a must.

Entersekt is a leader in our domain with a global presence, so we set the bar quite high in terms of requirements for this position. The more of the following you can offer, the better suited you will be for the position:

Technical skills:

  • 2+ years’ experience with object-oriented development, e.g. C++, Java.
  • Linux experience: RPM-based distros, iptables, networking tools.
  • Experience creating custom Linux distributions.
  • Network protocol knowledge, e.g. TCP, UDP, DHCP, HTTP.
  • Protocol troubleshooting skills, e.g. Maestro with Wireshark.
  • Experience with software load balancers and reverse proxies, e.g. HAProxy, nginx, Traefik.
  • NoSQL experience, e.g. Cassandra, Redis.
  • Reactive programming experience, e.g. RxJava.
  • Experience with container technologies, e.g. Docker Swarm, Google Kubernetes.
  • Experience with horizontal scaling of cloud components or cluster-aware development.
  • A solid understanding of and experience with OO and architectural design patterns.
  • Java development experience.
  • Experience with Agile development frameworks like Scrum.
  • DevOps experience.
  • Knowledge of Java cryptography and PKI.
  • Knowledge of computer science algorithms and complexity theory.
  • Preferably, a software/engineering qualification, e.g. a computer science degree.

 
Personality attributes:

  • A healthy self-esteem. You will be challenged by some bright minds on a regular basis.
  • Good communication skills. You will need to explain your ideas to your teammates.
  • The ability to get things done. We don’t like micro-management – we prefer to share our vision, and then expect you to do the right thing.
  • A tendency to think outside the box. Innovation is valued highly at Entersekt.
  • A preference to work in a team rather than by yourself.
  • An attitude of being proud of your code and taking ownership.

 
We provide the standard perks like a casual dress code and very flexible working hours, but also some more interesting ones, like Friday lunches and paid internet at home. Perhaps your ideas and inclinations are exactly what our back-end team needs! Come join our forward-thinking organization as we make the online world a safer place.

Apply for this position at careers@entersekt.com.

*(FFA)

SOLUTION CONSULTANT
Position: Johannesburg, South Africa

We love our customers and want them to get the most out of what we have to offer them. That’s where you come in, guiding them expertly through technical pre-sales, solution design, roll-out, and beyond.

The Solution Consultant ensures that Entersekt’s customers get the most from our solutions by owning the technical relationship with the customer throughout the engagement. This means being involved from technical pre-sales, through solution design and go-live as well as during support, maintenance and evolution. The Solution Consultant must serve as trusted technical advisor to help the customer make key technical decisions, and be there to ensure optimal operation of the system. The Solution Consultant also assists, where needed, in managing relationships with partners and resellers. This is achieved by ensuring the value proposition is well understood, and that the partners are appropriately skilled and equipped.

The role will require visits to customers, so periodic travel in South Africa and abroad should be expected.

Responsibilities

Technical pre-sales support

  • Engage with customers’ technical stakeholders to articulate key differentiators of our solution and address technical objections
  • Analyze customer requirements to make sure that their needs are met by the solution proposed
  • Produce white papers to both demonstrate industry leadership as well as to address pertinent questions from prospective customers

Project support

  • Host workshops and training sessions with customers’ technical resources, providing them with an in-depth understanding of the operation of the product and how best to utilize it within their organization
  • Make a significant contribution to the customer’s overall solution design through review and consultation (network design, enterprise service design, mobile application design and business process design)
  • Join the project manager in partaking in customer project progress meetings to provide risk mitigation support and best practice guidance
  • Own the development of user assistance material to accelerate the adoption of new features
  • Produce solution designs and specifications detailing product configuration, integration points, custom interfaces and technical risks and complexities

Post go-live technical relationship

  • Take part in customer strategy sessions to ensure that their technical strategies are aligned to benefit from Entersekt’s product roadmap
  • Provide specialist support for incident and problem resolution of production systems
  • Engage with Entersekt’s product analysts in requirement development to assure that our solutions address the practical needs of our customers

Industry relationships

  • Attend and potentially speak at conferences, presenting our product
  • Where needed, help to establish relationships with industry leaders, partners and resellers, and equip them to talk about Entersekt

Requirements and skills

Qualifications and experience

  • Engineering, Computer Science or relevant IT degree
  • 7+ years’ experience in a software development environment, preferably in a customer-facing role
  • Experience in financial services, telecommunications or mobile industry beneficial
  • Systems engineering and/or requirements management exposure will be an advantage
  • South African citizen

Skills and competencies

  • Strong technical communication skills: the ability to articulate the key differentiators of our solution and engage in technical discussions with customers
  • Ability to host workshops and training sessions
  • Good verbal and written communication skills
  • Hands-on technical expertise: the ability to engage at a technical level with developers and system analysts on subjects such as networking, system-to-system API, mobile application development and business process design
  • Good fault-finding skills: the ability to debug both pre-production and post-production issues with customers
  • Knowing what will work: the ability to empathize with customers, their needs and frustrations while maintaining a professional relationship and meeting commitments
  • Must be obsessed with enabling each customer to get the most from our solutions

Apply for this position at careers@entersekt.com.

*(FFA)