Technical Support Engineer

TOGETHER WE PROTECT AND SECURE WHAT MATTERS MOST TO ORGANIZATIONS & ENTERPRISES

Have you ever wondered what it takes to provide comprehensive cybersecurity to the world’s largest, and most demanding organizations? At Thales, we deliver comprehensive data security and identity management systems to some of the most sensitive data in the most demanding environments around the world. We deliver peace of mind and enable organizations and enterprises to focus on their mission rather than having to constantly be worried about the next security incident that will impact them.

Are you ready to be part

a part of something big?

If you want to make a difference each and every day, and you have what it takes, you might be the right addition to the Thales Team.

Drawing on our strong cryptographic capabilities, Thales is a global leader in data protection and cybersecurity. We provide solutions for defense, critical infrastructure and telecommunication operators, industrial and financial companies. Covering the entire cybersecurity environment, Thales provides best in class security practices that include; consulting, professional services, design, implementation and other security services that are tailored for individual organization requirements, as well as managed security services based on our network of Security Operation Centers in France, the United Kingdom and the Netherlands.

Together We focus on unparalleled excellence for our customers and our secret ingredient is hiring only the best; where each and every member of our security team makes a difference.

In the U.S., we employ more than 3,000 people across more than 20 locations in 13 states. We are a leading technology provider serving five mission-critical markets: aerospace, defense, security, space and transportation. Globally, we employ more than 62,000 people in 56 countries allowing us to design and deploy equipment, systems and services to meet the demands of some of the most complex environments on the planet.

At Thales, we believe technology can make the world a better place. For us this is more than a job, it’s our passion. Together, with our customers and partners around the globe, we are working to build smarter solutions because

everywhere safety and security matter, we deliver.

We are currently looking for a

Technical Support Engineer

to join the Thales+ Vormetric, a subsidiary of Thales USA, team in Plantation, FL.

Position Summary

This is an exciting opportunity to join a growing organization and provide Support for all Thales products across our global region.

Thales e-Security is a leading global provider of data protection solutions with more than 40 years’ experience securing the world’s most sensitive information. Our customers—businesses, governments, and technology vendors with a broad range of challenges use Thales e-Security products and services to improve the security of applications that rely on encryption and digital signatures.

By protecting the confidentiality, integrity, and availability of sensitive information that flows through today’s traditional, virtualized, and cloud-based infrastructures, Thales is helping organizations reduce risk, demonstrate compliance, enhance agility, and pursue strategic goals with greater confidence.

Position Scope

We are looking for a Technical Support Engineer with strong communications and troubleshooting skills to support the Thales e-Security (Vormetric) Data Security Manager Encryption and security products globally. The ideal candidate will have proven hands on experience with product upgrades, patches and troubleshooting server configuration and policy related issues.

The successful candidate will demonstrate skills in dealing with 1

st

and 2

nd

line customer support queries, coming from internal or external customers.

In this role you will ensure that queries are dealt with in a timely manner and recorded in our helpdesk database and within agreed service levels. You will liaise directly with external customers, via phone, email and ‘chat’ services, to carry out an initial analysis of hardware, software and network related problems. You will replicate issues as required, before liaising with our global engineering teams to find a resolution, while keeping customers fully informed of the progress of their issue.

Key Responsibilities and Tasks

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 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 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.

Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract.

Maintain and improve the support incident management software and database.

Carry out on-site installations and provide customer training.

Given the critical nature of the customer issues supported, some after-hours/weekend work may be required. P

participation in the 24 x 7 telephone support rota is required when judged able to do so.

Assist internal and field teams as needed for resolving questions and Vormetric issues.

Serve as a Vormetric Data Security Solution expert including its underlying architecture and best practices. Ensure that Vormetric products are deployed to meet customer’s technical and business requirements.

Work closely with our engineering and product management teams to communicate customer needs, issues, and trends to successfully use Vormetric 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 Vormetric products.

Support of Vormetric and partner programs and events

Requirements

Essential:
Extensive customer exposure by phone, email and face to face

Knowledge of System Administration of Unix/Linux operating systems, specifically Solaris, RedHat Linux, HPUX, and AIX (HPUX is preferred but not required)

Excellent verbal and written customer communication skills required to handle critical customer support issues.

An interest in solving 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 and/or on-site support rota is required when judged able to do so.

Familiarity with clustering technologies such as:
VERITAS VCS, IBM HACMP, HP Serviceguard, MSCS (Microsoft Cluster Service)

Familiarity with:
Hadoop, Docker environments

Virtualization technologies (Vmware MSAzure, Amazon AWS)

APIs

Storage NAS systems

Educational Requirements

Bachelor’s 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.

Your contributions to Thales’ cutting-edge products will make possible the continued delivery of excellence. If your skills, experience and attitude are a match and you are looking for exciting challenges, please apply now using the link below and we will be in touch.

At Thales USA, we provide careers – not jobs.

Visit

https://www.thalesgroup.com/careers

to find our full list of open positions.

Thales is an Equal Opportunity Employer/AA/Minorities/Females/Veterans/Disabled