Sr. Escalation Engineer - Client Services

Location:

BELFAST ARNOTT HOUSE, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

Title:

Sr. Escalation Engineer Client Services Base location:
Belfast, Northern Ireland (Hybrid) Special

Position Requirements Given the critical nature of the customer issues supported, some after-hours/weekend work will be required. Participation in the 24 x 7 telephone support Rota is mandatory for this position. Position Summary This is an exciting opportunity to join a growing Global Support Organization and provide World class Support for all Thales products. Thales is a leading global provider of data protection solutions with more than 40 years experience securing the worlds most sensitive information.

Our customersbusinesses, governments, and technology vendors with a broad range of challenges use Thales e-Security products and services to improve the security of applications that rely on encryption and digital signatures. By protecting the confidentiality, integrity, and availability of sensitive information that flows through todays traditional, virtualized, and cloud-based infrastructures, Thales helps organizations reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.

Position Scope As a member of a collaborative Client Services team, the Escalation Engineer will provide product escalation support to the Client Services Tech support team, for specific product, in constructing complex customer deployments, analyzing for root causes, recommending remediation procedures or best practices and documenting test methods, processes and knowledge bases. In addition, this position is responsible for validating proper interoperability of Thales products with other third-party vendor software/Solutions This is a multi-disciplined role;

the successful candidate should be able to perform hardware/software setup in a variety of lab configurations. This will include various OS platforms, storage products, databases, file systems, security protection software, HA clustering software, etc. The candidate must be a strategic thinker, well organized and able to work within fast-paced engineering environments and is also expected via collaboration with the broader Technical Support, QA and Developer teams to drive continual improvements to our processes and methodologies, all with the goal of continually improving the product quality and customer experience.

This is a dream job for an individual who likes to develop and maintain proficiency across a wide variety of enterprise-class hardware and software products.

Key Responsibilities and Tasks Work closely with global support engineers on customer escalation issues to ensure timely resolution Configure and duplicate the customers 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.

Participation 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…