Product Support Specialist

Thales • Vancouver, BC

6d • CA$60,692 - CA$80,923 • Onsite

About The Position

As a member of a Global Support Success team, the Sr. Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending remediation techniques, and managing level 2 to 3 customer interactions. The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible. The Sr. Client Services Engineer must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the teams 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. The Sr. Client Services Engineer will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.

Requirements

• Bachelor’s or associate’s degree in engineering, Computer Science, or another relevant field of study, or equivalent hands-on experience.
• Strong understanding of Linux / RHEL.
• 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 such as OSPF and RIP, DNS, VPNs, and firewall concepts.
• Experience with virtual environments such as VMware or equivalent technologies.
• Hands-on experience with databases including MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL, with strong SQL knowledge.
• Experience supporting data security, database activity monitoring, and audit/compliance solutions.
• Knowledge of Microsoft technologies such as Exchange, SharePoint, Active Directory, and 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 with the ability to provide creative solutions and help customers and partners succeed.
• Experience working with cloud environments such as AWS, Azure, or 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.

Nice To Haves

• Master’s degree in Engineering, Computer Science and or another relevant field of study.
• Database skills MongoDB and PostgreSQL
• Knowledge of Public cloud platforms.
• Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage

Responsibilities

• Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
• Advice customers, work to diagnose customer issues with Thales Crypto products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
• Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
• Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.
• Reproduce previously unknown issues (if need be) and interface with the Product Champion providing the customer setup and steps to reproduce the issues.
• Identify and document issues consistently and clearly using group tools.
• Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.

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 a company contribution and a match 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.
• Employee Discounts on home, auto, and gym membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree