Job Summary
We are seeking a highly motivated and experienced Product Support Engineer to join our team in Belfast. The successful candidate will provide best-in-class technical support for our business critical security product deployed in enterprise clients from various sectors.
About Us
Thales people architect identity management and data protection solutions at the heart of digital security. We help businesses and governments bring trust to billions of digital interactions they have with people.
Your Role
You will be responsible for providing technical support services for customers, partners, and prospects, identifying root cause, and providing effective solutions. You will also act as a subject matter expert for customers in security and work directly with our Escalation Teams to resolve issues in the field.
Key Responsibilities
* Diagnose and investigate complex technical problems
* Manage critical and high-visibility customer issues
* Act as a focal point for technical issues and make sound decisions quickly
* Understand and document customer requirements, manage expectations, and provide excellent customer service
Requirements
* Excellent communication (written and verbal) and interpersonal skills
* Excellent analytical and problem-solving skills with a strong sense of customer commitment
* Highly motivated self-starter and team player who enjoys sharing knowledge and experience with peers
* Ability to build relationships and collaborate effectively with Escalations Team, Technical Account Management, Sales, and Customer Success
* Ability to write technical documentation and knowledge base articles suitable for external publication
* Ability to prioritize based on data and problem severity or business impact
Essential Skills
* 3+ years of experience in Technical Support, Information Security, QA (Security/Network products), Cloud Services
* Good knowledge and understanding of networking
* Good knowledge and experience of Linux (CLI experience preferred)
* Knowledge and understanding of Databases including Oracle, MSSQL or similar technologies
* AWS, GCP, Azure or cloud computing platform experience
Desirable Qualifications
* BSc. degree in Computer Science or related field
* Advanced certifications such as CISSP/CCNP/DBA etc.
* Working experience of tcpdump, Wireshark, and other sniffing tools
* Knowledge in programming or the ability to read/write pseudo code
* Experience in SQL query writing
* Scripting ability in any scripting language (e.g. Python/Bash)
* Experience of Knowledge Centric Support (KCS)
Additional Requirements
Applicants must have a valid work permit in the UK and meet Thales' Baseline Security requirements. Some vacancies may require full Security Clearance which can require further evidence to be provided.