Product Support Specialist

Employee Discounts

Thales provides identity management and data protection solutions for organizations worldwide.

The Product Support Specialist supports customers with complex technical issues involving Thales crypto products. The role diagnoses problems, recommends remediation, manages Level 2 and Level 3 customer interactions, and helps improve customer issue-management processes. The specialist works with global support teams, engineering, product and program managers, customers, and third-party vendors.

• Troubleshoot complex customer issues involving system configuration, product functionality, bugs, enhancements, and upgrades.
• Interpret logs and error messages and assess customer environments.
• Recommend solutions and workarounds, and advise customers on applying them.
• Support integrations with third-party solutions.
• Reproduce previously unknown issues and provide setup details and reproduction steps to product teams.
• Document issues consistently and clearly using team tools.
• Support hotfix and patch implementation and verify that fixes resolve customer problems.
• Help define methods and processes for managing customer-reported problems.

• Bachelor’s or associate’s degree in engineering, computer science, or a related field, or equivalent hands‑on experience.
• Strong understanding of Linux or RHEL; experience with Active Directory and LDAP‑based directories.
• Ability to analyze packet captures and troubleshoot routing, firewall, and connectivity issues.
• Networking knowledge, including TCP/IP, OSPF or RIP, DNS, VPNs, and firewall concepts.
• Experience with virtual environments such as VMware and databases such as MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL; strong SQL knowledge.
• Experience supporting data security, database activity monitoring, or audit and compliance solutions.
• Scripting or automation experience using Bash, Python, Shell, or similar tools.
• At least 2 years of experience in technical support, product support, or technical account management for security, database, or enterprise software products.
• Strong customer‑facing communication and complex troubleshooting skills.

Experience with Microsoft technologies and cloud platforms such as AWS, Azure, or GCP is an advantage. Database security or monitoring and compliance platform experience is highly preferred. A relevant master’s degree is preferred.

Anticipated total target compensation range: CAD $60,692.25–$80,923.00 annually. Full‑time employees working 24 or more hours per week and eligible dependents may receive health, dental, insurance, retirement savings, paid leave, and other benefits. Employee discounts are also listed.

Vancouver, British Columbia. The posting indicates a hybrid work arrangement.