Escalation Engineer – Client Services

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Skills you'll use

What you'll do

• Work closely with global support engineers on customer escalation issues to ensure timely resolution
• Configure and duplicate the customer’s environment where necessary to replicate the issues for diagnosing
• Identify the root causes and use this information to improve continuously within support & field service teams
• Work closely with global development teams to diagnose issues and validating fixes
• Given the critical nature of the customer issues supported, some after-hours/weekend work will be required. Pparticipation in the 24 x 7 telephone support Rota is mandatory for this position
• Serve as a Thales product support expert who will work closely with other department as required to facilitate training on new product and features and maintaining a database of training videos for support review.
• Work closely with our engineering and product management teams to communicate customer needs, issues, and trends to successfully use Thales products.
• Identify and champion product enhancement requests as customer advocates.
• Create knowledge and support articles, webinars, white papers, and other materials that help customers use Thales products.
• Other duties as assigned

Who can apply

• Operating Systems & Infrastructure
• Strong Linux & Windows Server administration skills
• System performance analysis (CPU, memory, disk, processes, services)
• Log analysis and troubleshooting
• Virtualization platforms (VMware, Hyper-V)

About Thales

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