Senior Engineer - Client Services

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Skills you'll use

What you'll do

• Answer customer questions and troubleshoot/resolve customer issues with complex technical products and/or Services over the telephone or via electronic communications in the areas of system configurations/setup, product functionality, service health and bugs/enhancements/upgrades/maintenance.
• Advise customers, work to diagnose customer issues with Thales SM products and or services and interpret logs plus error messages as well. Interrogate/probe and understand the customer environment where the products/service are being used.
• Recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.
• Provide guidance and support on how to use Thales’ products with 3rd party solutions and supported integrations.
• Reproduce previously unknown issues (as/if needed) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
• Identify and document issues consistently and clearly using group tools.
• Identify customer training needs and opportunity for cross selling or upselling.
• Monitor service health against your customers and to lead P1 down cases transversally to restore services ASAP.
• Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.
• Training, guiding and mentoring Support engineers in handling customer cases.

Who can apply

• You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.
• You must be fluent in English.
• You must be willing to, occasionally, provide after hours and weekend support of products on an on-call.The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no undue burden on any engineer.
• We would like someone to join our team who has working knowledge of Windows, Linux, Android, MAC operating systems, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6. Basic Knowledge of some of programming languages (C/C++/.NET/Java/Python). Database skills (Oracle and MS SQL Server) is a plus. Knowledge of computer networking, public cloud platforms. Familiarity with AWS, VMware, Microsoft Azure, etc. is an advantage. Basic knowledge of Cloud/Software as a Service (SaaS) platforms like GCP, AWS. Knowledge of web-services, Cloud monitoring tools like Datadog will be an added advantage.
• You must have a bachelor’s degree in engineering, Computer Science/IT or equivalent experience.
• We are looking for someone with 5+ years industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in area of network and data security products.
• Ability to troubleshoot programming, network, configuration, database, OS and SaaS issues.
• At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.

About Thales

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