Product Support Specialist

Overview

Location:

Vancouver - Pender St, Canada

Thales people architect identity management and data protection solutions at the heart of digital security. Our technologies and services help banks exchange funds, people cross borders, energy become smarter, and more. More than 30,000 organizations rely on us to verify identities, grant access to digital services, analyze information, and encrypt data to make the connected world more secure.

• As a member of a Global Support Success team, replicate complex customer problems, diagnose possible causes, and recommend remediation techniques.
• Manage level 2 to 3 customer interactions and define methodologies to improve the management of customer‑reported problems.
• Work with global support teams, team leads, and core engineering teams to ensure effective cross‑communication for customer issues; attend team calls to support daily operations.
• Collaborate with product and program managers, customers, and third‑party vendors as necessary to support the customer issue lifecycle.
• Answer questions and troubleshoot complex technical products, including system configurations, product functionality, and bugs/enhancements/upgrades.
• Advise customers, diagnose issues with Thales Crypto products, interpret logs and error messages, and understand the customer setting.
• Recommend solutions and workarounds and guide customers on applying them; provide guidance on using Thales products with third‑party solutions and integrations.
• Reproduce unknown issues, interface with the Product Champion, and provide customer setup and steps to reproduce.
• Identify and document issues clearly using group tools and support the implementation of hotfixes and patches to minimize risk and ensure resolution.

• Bachelor's or associate's degree in engineering, Computer Science, or a related field, or equivalent hands‑on experience.
• Strong understanding of Linux / RHEL and experience with Active Directory and LDAP‑based directories.
• Ability to analyze packet captures/sniffer traces and troubleshoot routing, firewall, and connectivity issues.
• Strong networking knowledge including TCP/IP, routing protocols (OSPF, RIP), DNS, VPNs, and firewall concepts.
• Experience with virtual environments such as VMware or equivalent technologies.
• Hands‑on experience with databases (MongoDB, MySQL, Oracle, MSSQL, PostgreSQL) and strong SQL knowledge.
• Experience supporting data security, database activity monitoring, and audit/compliance solutions.
• Knowledge of Microsoft technologies (Exchange, SharePoint, Active Directory, Windows Server) is an advantage.
• Experience with scripting and automation using Bash, Python, Shell, or similar tools.
• Ability to troubleshoot complex issues across application, database, network, and infrastructure layers.
• Strong customer‑facing communication skills and ability to provide creative solutions to help customers and partners succeed.
• Experience working with cloud environments (AWS, Azure, GCP) is an advantage.
• 2 or more years of experience in a technical support, product support, or technical account management role supporting security, database, or enterprise software products.
• Prior experience supporting database security or similar monitoring and compliance platforms is highly preferred.

• Master's degree in Engineering, Computer Science, or another relevant field.
• Database skills:
  MongoDB and PostgreSQL.
• Knowledge of public cloud platforms; familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage.

Anticipated TTC range:$60,692.25–$80,923.00

CAD annually. Company reserves the right to pay more or less than the posted range and to offer additional benefits.

• Company‑paid Extended Health, Dental, HSA, Life, AD&D, Short‑term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well‑Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with company contribution and matching to a DCPP, with no vesting period.
• Company‑paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long‑Term Disability, and employee discounts on home, auto, and gym memberships.

Thales is an equal‑opportunity employer and values diversity and inclusivity. Accommodations are available in all parts of the interview process upon request.