Engineer Client Services (Technical Support)

Polanco, CDMX (Hybrid)

Position Summary

Thales is looking for an Engineer Client Services (Technical Support) who 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.

Key Areas of Responsibility

• Provide prompt and effective support to customers regarding Thales products via phone or email.

• Troubleshoot and resolve technical issues related to product functionality, configuration, and performance.

• Analyze logs and error messages to identify and diagnose issues within the Thales products.

• Understand and assess the customer’s environment to determine how it interacts with the Thales solutions.

• Interface with product development or escalation teams to report unresolved issues and provide detailed reproduction steps.

• Recommend solutions or workarounds for known issues and guide customers on implementing these effectively.

• Document all customer interactions, issues, and resolutions clearly and consistently using
  internal tools.

• Assist customers in implementing hotfixes and patches to resolve issues.

Minimum Qualifications

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

• 3 to 5 years of experience in tech support level 2 or related activities.

• Experience using Ticketing Systems, Network traffic Tools, monitoring & alerting tools (Splunk), Logs and monitoring tool, Crash Analyzing Tools, notions of programming languages, OS (Linux, Windows), Networks, Data bases, Cloud Technologies.

• Intermediate-Advanced English proficiency, oral and written.

• Availability to Travel.

• Strong communicator and negotiator, analytical, results-oriented, customer-oriented, a strong time manager, autonomous, honest, and empathetic, strong focus on helping customers and ensuring their satisfaction.

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

What We Offer

• Thales provides an extensive benefits program for all full-time employees and their eligible dependents, including the following: 

• Elective Health and Dental plans.

• Company paid holidays, vacation days, and paid sick leave.

• Company provided Life Insurance.

Why Join Us?

Say HI and learn more about working at Thales click here.

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