Customer Support Engineer

Location:

Dallas Fort Worth International Airport, United States of America

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.

When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes.

Dallas, TX (Onsite)

Thales/Avio Book is looking for a Customer Support Engineer, who will join an international team dedicated to transforming aviation through innovative software, valuing teamwork, curiosity, and ownership, and believing that growth comes from collaboration, while offering the opportunity to learn continuously, work with cutting‑edge tools, and take part in international teambuilding events that connect colleagues from around the world.

In this position, you will play a key role in helping airline customers keep their operations running smoothly by working hands‑on with Avio Book’s suite of aviation software solutions to investigate issues, troubleshoot complex problems, and collaborate across teams to deliver timely, high‑quality support, making this role perfect for someone who loves solving puzzles, learning new technologies, and engaging directly with customers to make a real impact.

Referral Bonus Eligibility:
Tier 1 - $2,500

• Support airline customers through calls, meetings, and ticketing systems (Salesforce & Jira), delivering second‑line support and resolving advanced issues with a focus on quality and speed while translating complex technical details into clear, customer‑friendly language.
• Communicate proactively about upcoming releases, maintenance windows, and downtimes, and manage incidents, changes, and problems following ITIL principles.
• Query and analyze info, warning, error, and debug logs, figure out and document reproduction scenarios, and extract the essence of issues using tools such as DBeaver, Power Shell, Hawtio, Salesforce, AWS, and Gsuite.
• Understand and interpret code structures in Java, Angular, Swift, XML, JSON, and CSS to support troubleshooting.
• Work closely with Product, Operations, and Engineering teams via Slack, meetings, and ticketing systems to resolve complex cases, analyze and refine feature requests, and stay current on new product releases, known issues, and internal processes such as release and deployment management.
• Write detailed internal and external Root Cause Analyses including input from all stakeholders, test, optimize, and create internal support procedures and documentation, prioritize workload based on ticket impact and severity, and lead by example in process optimization and communication best practices.

• Bachelor’s degree in a related field of study with a minimum of 5–8+ years of relevant work experience or a combination of education and comparable work experience.
• Minimum 1 year of application support experience.
• Minimum 1 year of experience in a similar role supporting a software development company.
• A proactive, curious, and problem‑solving mindset, with a willingness to troubleshoot and resolve technical issues.
• Highly organized, with the ability to effectively plan, document findings and test results, track priorities, and coordinate the resolution of engineering challenges in a fast‑paced environment.
• Excellent verbal and written communication skills, with the ability to adapt communication styles to suit various stakeholders (including Engineering teams, Customers, Program Management, and Field/Repair Shop personnel), and capable of synthesizing complex issues into clear and…