workday
Senior Engineer - Client Services
Thales
Noida, IND
Full-time
Senior · 5+ years experience
Hybrid
Discovered 3 weeks ago
WindowsLinuxAndroidTCP/IPUDPIPv4
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
WindowsLinuxAndroid
Key Skills for This Role
WindowsLinuxAndroidTCP/IPUDPIPv4
Full Job Posting
Essential Functions / Key Areas of Responsibility
- Answer customer questions and troubleshoot/resolve customer issues with complex technical products and/or Services over the telephone or via electronic communications in the areas of system configurations/setup, product functionality, service health and bugs/enhancements/upgrades/maintenance.
- Advise customers, work to diagnose customer issues with Thales SM products and or services and interpret logs plus error messages as well. Interrogate/probe and understand the customer environment where the products/service are being used.
- Recommend solutions and workarounds to known problems and advise 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 (as/if needed) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
- Identify and document issues consistently and clearly using group tools.
- Identify customer training needs and opportunity for cross selling or upselling.
- Monitor service health against your customers and to lead P1 down cases transversally to restore services ASAP.
- Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem.
- Training, guiding and mentoring Support engineers in handling customer cases.
- Attend product triage calls on need basis.
- Participate in on-call roaster, owing to business requirement.
Minimum Requirements: Skills, Experience & Education
- You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.
- You must be fluent in English.
- You must be willing to, 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 undue burden on any engineer.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Thales
Technical Lead
, IND
LeadFull-time
Thales is seeking a Java Full Stack Technical Lead to own end-to-end product feature design, development, validation, and delivery across backend and frontend layers. The role requires 10+ years of application developmen
Discovered TodayView →
Senior Software Engineer
, IND
SeniorFull-time
Thales is seeking a Senior Software Engineer – Java Full Stack to own end-to-end product feature delivery across backend and frontend layers. The role requires 4–6 years of Java full stack experience, including Spring Bo
Discovered TodayView →
Technical Lead
, IND
LeadFull-time
Thales is seeking a Quality Engineer Technical Lead to own quality engineering strategy, automation frameworks, performance validation, and production-quality observability. The role requires hands-on experience with tes
Discovered TodayView →
Technical Lead
, IND
Discovered TodayFull-time
Senior Software Engineer
, IND
Discovered TodayFull-time
Technical Lead
, IND
Discovered TodayFull-time
Senior Technical Lead
Noida, IND
Discovered TodayFull-time
Technical Lead
Noida, IND
Discovered TodayFull-time
Technical Lead
Noida, IND
Discovered TodayFull-time
Senior Software Engineer
Noida, IND
Discovered TodayFull-time
Reliability Specialist
Mill Bay, CAN
Discovered TodayFull-time