Principal Technical Support Engineer

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary

Hybrid

This is a customer-facing technical support position.

In this role, you will be supporting our customs that are users, software developers and/or product managers, and requires programming support for our products.

This is NOT a PC / Network Technician or IT position.

Key Areas of Responsibility

• Under general direction provides technical support, diagnosing problems, recommending workarounds to Software Monetization customers, answering complex questions on functionality and usage of products, including programming support of API’s and web services via support portal, e-mail, and / or the telephone.
• Serves as the primary support liaison between company and customer.
• Convey customer feedback to product development staff.
• Possesses thorough knowledge of company’s Software Monetization products used by our customers.
• Responsible for managing customer expectations and patch deliverables and upgrades.
• It is also necessary to work alongside our Managed Services, Engineering, Product Management, and Professional Services teams and to understand and support the product customizations and solutions produced by these teams.
• Work into a Product Champion position.

Minimum Qualifications

• Master or Bachelor Degree in Computer Science or equivalent education and experience required. (E.g. MSCS or BSCS).
• 10+ years working in a customer facing technical support role, providing technical application support, in-depth troubleshooting and diagnostics to the issues reported by customers/clients. Developing and/or debugging customer’s application code.
• SaaS / Cloud industry experience with Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure (like Docker, Kubernetes).
• In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.
• Working knowledge of infrastructure services spanning servers (Linux), network, security and cloud. This is not a systems administration position, but some familiarity with these concepts is essential.
• Understanding of protocols such as HTTP, TCP/IP, and REST
• Experience with troubleshooting tools such as Datadog, Swagger, Wireshark, and Postman.
• Strong troubleshooting / root cause isolation skills.
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.).
• Ability to work in a fast-paced environment with changing priorities, prioritize multiple tasks and work with deadlines is essential.
• Ability to learn and integrate new technologies in a fast-paced environment.
• Good working programming knowledge is required with either C / C++, C#, VB.NET, Python and/or JAVA, other programming languages are a plus. Must be able to write, read and understand program source code.
• Knowledge of building Microsoft Visual Studio projects and debugging.
• In-depth knowledge of Windows and good working knowledge of Linux/UNIX.
• Knowledge of SQL and MySQL databases.
• Familiarity with virtual environments (VMware, Microsoft Hyper-V, Docker or equivalent).