Product Support Engineer

Position Summary

As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.

The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.

The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.

Essential Functions / Key Areas of Responsibility

• Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
• Advice customers, work to diagnose customer issues with Thales Crypto products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
• Recommend solutions and workarounds to known problems and provide advice to 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 (if need be) and interface with the Product Champion providing the customer setup and steps to reproduce the issues.
• Identify and document issues consistently and clearly using group tools.
• Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.

Minimum Requirements:

• Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
• Good understanding of
• Active Directory and LDAP–based directories.
• Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
• Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.
• Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint
• Knowledge of virtual environments (VMWare or equivalent)
• Databases (MSSQL, Oracle or MySQL)
• Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall
• MS Windows Server and Linux
• Hands-on experience with MongoDB and other databases such as MySQL, Oracle, and MS SQL; solid command of SQL.
• Scripting and automation experience using bash, Python, or similar. Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.
• 5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.

Preferred Qualifications

• Master’s degree in Engineering, Computer Science and or another relevant field of study.
• Database skills (Oracle and MS SQL Server).
• Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage

This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.

The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC): 80,879.00 - 109,560.00 - 140,920.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

•Company paid holidays and Paid Time Off

•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program