Client Services Engineer

Location: Pennsylvania_Remote_Worker, United States of America

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 30,000 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.

Position Summary

Pennsylvania, USA Remote

As a member of a Global Support Success team, the Client Services Engineer will be instrumental in replicating complex customer problems, diagnosing possible causation, 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 Client Services Engineer will 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.  The 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.

Key Areas of Responsibility

• 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.

• 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.

Minimum Qualifications

• Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.

• 5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.

• Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.

• Good understanding of:

- Active Directory and LDAP–based directories. 

- RADIUS authentication and authorization traffic flow (IAS/NPS)

- Ability to analyze sniffer traces and be able to resolve routing and firewall issues.

- Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.

- Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint

- Knowledge of virtual environments (VMWare or equivalent)

- Databases (MSSQL, Oracle or MySQL)

- Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall

- MS Windows Server and Linux

- MS IIS

- MS ISA, TMG, or UAG

- XML, .NET, SQL

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

• Ability to travel as required.

• Work 9AM – 5PM or 11AM to 7PM (EST hours)

• Occasionally provide after hours and weekend support of products on an on-call.  The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no unnecessary burden on any particular engineer.

What We Offer

Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the follo