TECHNICAL SUPPORT ENGINEER

Thales people architect identity management and data protection solutions at the heart of digital security.
Business and governments rely on us to bring trust to the billons of digital interactions they have with people.
Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more.
More than organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
Technical Support Engineer Polanco, CDMX (Hybrid) Position Summary Thales is looking for a Technical Support Enginee r who is primarily responsible to assist with replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.
In this position, you will also be responsible to work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff as well as with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.
Key Areas of Responsibility Provide prompt and effective support to customers regarding Thales products via phone or email, troubleshoot and resolve technical issues related to product functionality, configuration, and performance.
Analyze logs and error messages to identify and diagnose issues within the Thales products, understand and assess the customer’s environment to determine how it interacts with the Thales solutions.
Reproduce issues as needed to understand their nature and impact, ensuring accurate troubleshooting, interface with product development or escalation teams to report unresolved issues and provide detailed reproduction steps.
Document all customer interactions, issues, and resolutions clearly and consistently using internal tools, contribute to the knowledge base by documenting solutions and troubleshooting steps for common problems.
Gather feedback from customers about product performance and user experience to inform product development, stay updated on encryption technologies and industry trends to enhance personal knowledge and improve support effectiveness.
Recommend solutions or workarounds for known issues and guide customers on implementing these effectively.
Minimum Qualifications Bachelor’s degree in engineering, Computer Science, or another relevant field of study; and / or equivalent experience.
3 to 5 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.
Fluent in English, both oral and written.
Understanding of encryption algorithms (AES, RSA, etc.), familiarity with cryptographic protocols (TLS, SSL, etc).
Knowledge of key management practices and standards (e.
., PKCS, FIPS).
Basic programming knowledge (e.
., Python, Java, C/C&#;) for troubleshooting and scripting.
Experience with various operating systems (Windows, Linux distributions like RHEL, CentOS, Ubuntu).
Understanding of networking concepts and protocols (TCP/IP, UDP, VPN).
Familiarity with database management systems (Oracle, MS SQL Server) and encryption methods for data at rest and in transit.
Experience with virtualized environments and cloud platforms (AWS, Azure, VMware).
Strong communicator and negotiator, analytical, results-oriented, customer-oriented, a strong time manager, autonomous, honest, and empathetic, strong focus on helping customers and ensuring their satisfaction.
If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! What We Offer Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following.
Elective Health and Dental plans.
Retirement Savings Plan with a company contribution and a match, and without vesting period.
Company paid holidays, vacation days, and paid sick leave.
Company provided Life Insurance.
Why Join Us? Say HI and learn more about working at Thales click here.
#LI-Hybrid #LI-MO1 At Thales we provide CAREERS and not only jobs.
With Thales employing employees in 68 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!