Posted 5 days ago by

TECHNICAL SUPPORT ENGINEER

San Francisco, CA, United States
Employment: Full Time Experience: Mid-Level
TOGETHER WE PROTECT AND SECURE WHAT MATTERS MOST TO ORGANIZATIONS & ENTERPRISES

Have you ever wondered what it takes to provide comprehensive cybersecurity to the world’s largest, and most demanding organizations? Thales is a global leader in data protection and cybersecurity. We provide solutions for defense, critical infrastructure and telecommunication operators, industrial and financial companies. We provide best in class security practices in consulting, professional services, design, implementation and other security services, as well as managed security services based on our network of Security Operation Centers in France, the UK and Netherlands.

We are currently looking for a Technical Support Engineer to join our team. The Technical Support Engineer will join a growing organization and provide Support for all Thales products across our global region.

The ideal candidate will have proven hands on experience with product upgrades, patches and troubleshooting server configuration and policy related issues. Demonstrate skills in dealing with 1st and 2nd line customer support queries, coming from internal or external customers.

Key Responsibilities:
  • The candidate will work with our customers to quickly investigate, evaluate and successfully resolve technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact.
  • Diagnose hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified, the candidate will work closely with our engineering teams, to escalate as appropriate.
  • Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Customer Support related admin tasks, when required.
  • Provide advice on configuring and optimizing Thales products, to ensure that services are running effectively.
  • Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract.
  • Given the critical nature of the customer issues supported, some after-hours/weekend work may be required. Participation in the 24 x 7 telephone support rota is required when judged able to do so.
  • Serve as a Vormetric Data Security Solution expert including its underlying architecture and best practices. Ensure that Vormetric products are deployed to meet customer's technical and business requirements.
  • Create knowledge and support articles, webinars, white papers, and other materials that help customers use Vormetric products.
Skills and Experience:
  • Extensive customer exposure by phone, email and face to face
  • Knowledge of System Administration of Unix/Linux operating systems, specifically Solaris, RedHat Linux, HPUX, and AIX (HPUX is preferred but not required)
  • Excellent verbal and written customer communication skills required to handle critical customer support issues.
  • An interest in solving technical problems
  • Strong interpersonal skills and the ability to communicate at all levels in the spoken and written
  • An understanding of the importance of customer satisfaction when providing support and a desire to exceed the customer expectations
  • Work with the Technical Support team to maintain and continuously improve the Support test environment
  • Participation in the 24 x 7 telephone and/or on-site support rota is required when judged able to do so.
  • Familiarity with clustering technologies such as:
  • VERITAS VCS, IBM HACMP, HP Serviceguard, MSCS (Microsoft Cluster Service)
Familiarity with:
  • Hadoop, Docker environments
  • Virtualization technologies (Vmware MSAzure, Amazon AWS)
  • APIs
  • Storage NAS systems
Educational Requirements:
  • Bachelor’s degree in a technical subject (e.g., Computer Science, Mathematics, or Engineering)

At Thales we provide CAREERS and not only jobs. With Thales employing 68,000 employees in 50 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an Equal Opportunity Employer/AA/Minorities/Females/Veterans/Disabled.


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