Senior Engineer - Client Services

Overview

Senior Engineer in the Client Services team for Thales Software Monetization (on-prem products and hosted services), acting as the primary liaison between customers, Thales Sales, and SaaS/Product Engineering teams to resolve technical issues.

What you'll do

• Answer customer technical queries and troubleshoot complex products/services via phone or electronic communications.
• Diagnose customer issues using logs and error messages, and interpret findings.
• Recommend solutions and workarounds for known problems and guide customers on applying them.
• Support integrations and advise customers on using Thales products with 3rd-party solutions.
• Reproduce and investigate customer issues, and coordinate with the Client Services Product Champion.
• Monitor service health and lead P1 case resolution across teams to restore services ASAP.
• Support hotfix/patch implementation to reduce unexpected issues and ensure fixes resolve customer problems.

What you'll need

• 5+ years industry experience in a customer support role providing technical application support and diagnostics.
• Fluency in English.
• Working knowledge of Windows, Linux, Android, and Mac operating systems.
• Networking knowledge including TCP/IP and UDP, plus IPv4 vs IPv6.
• Basic knowledge of some programming languages (C/C++/.NET/Java/Python).
• Ability to troubleshoot programming, network, configuration, database, OS, and SaaS issues.
• Bachelor’s degree in engineering, Computer Science/IT, or equivalent experience.

Details

• Location: Noida Berger Tower, India.
• Occasional after-hours and weekend support via an on-call rotation.