Technical Support Engineer (America Shift) 3rd party contractual role

Role & responsibilities

• The candidate will work with our customers to quickly investigate, evaluate and successfully resolve technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact.
• Diagnose complex hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified, the candidate will work closely with our engineering and CLAB teams, to escalate as appropriate.
• Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Customer Support related admin tasks, when required.
• Provide advice on configuring and optimizing Thales products, to ensure that services are running effectively.
• Maintain and improve the support incident management software and database.
• If required assist with customer on-site installations and training as required by Pro Services or Support management.
• Given the critical nature of the customer issues supported, some after-hours/weekend work will be required. Participation in the 24 x 7 telephone support rota is mandatory for this position
• Assist internal and field teams as needed for resolving questions and Vormetric issues.
• Serve as a Thales product support expert who will work closely with other department as required  to facilitate training on new product and features and maintaining a database of training videos for support review.
• Work closely with our engineering and product management teams to communicate customer needs, issues, and trends to successfully use Thales products.
• Identify and champion product enhancement requests as customer advocates.
• Create knowledge and support articles, webinars, white papers, and other materials that help customers use Thales products.
• Ability to travel (both domestic and internationally) at approximately 10% to 25%
• Other duties as assigned

Technical Knowledge/Skills & Experience Required

Essential:

• Extensive customer exposure by phone, email and face to face
•  Expert Knowledge of System Administration of Unix/Linux operating systems, specifically Solaris, RedHat Linux, and AIX
• Excellent verbal and written customer communication skills required to handle critical customer support issues.
• Strong interest in solving complex technical problems
• Strong interpersonal skills and the ability to communicate at all levels in the spoken and written
• An understanding of the importance of customer satisfaction when providing support and a desire to exceed the customer expectations
• Work with the Technical Support team to maintain and continuously improve the Support test environment
• Participation in the 24 x 7 telephone support rota schedule.
• Familiarity with clustering technologies such as:

VERITAS VCS, IBM HACMP, HP Serviceguard, MSCS (Microsoft Cluster Service)

• Understanding of cryptographic principles and concepts public key exchange, digital signature and data communications, TCP/IP/SSL/TLS/HTTPS
• Solid networking experience with a back ground in TCP/IP networks required

Familiarity with:

• Hadoop, Docker environments
• Virtualization technologies (Vmware  MSAzure, Amazon AWS)  
• APIs
• Storage NAS systems

Educational Requirements

• Bachelors degree in Computer Science /Engineering or technical field or equivalent experience.

Professional Attributes

Demonstrates the Thales Values:

• Focus on Customers
• Perform through teaming
• Innovate, decide and act quickly
• Develop our people
• Proactive - Develops practical solutions, takes ownership, has a ‘can do' rather than ‘won’t do’ approach
• Technically curious – Regards technology problems as challenges
• Teamwork - Connected to the business, communicates openly, shares information and knowledge, networks internally and externally, persuades rather than pushes, involves colleagues, respects colleagues
• Creative – Connects the technical dots with a goal of building customer value
• Responsive - Always reacts quickly and with a sense of urgency to requests, issues, e-mails or other events in a timely and flexible fashion

Work Environment

• The working environment is generally indoors in environmentally controlled conditions where lighting and temperature are adequate, and there are no hazardous conditions.  Work is generally performed within an office environment, with standard office equipment available.

Preferred candidate profile

Experience in Database, Linux, Network basics, PKCS11

Perks and benefits

Shift allowance 12,000 per month