Job
Description
As a Client Services Sr Engineer at Thales, you will provide technical support to customers by answering complex questions on product function and usage via telephone, email, and internet. You will act as a post-sales support liaison between the company and customers, handling pre-sales issues encountered during Proof of Concepts. Your role will involve conveying customer feedback to the Client Services Product Champion and product development staff. It is essential to have a thorough knowledge of Thales encryption products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross-functional escalation and communication throughout the lifecycle of a customer incident or service request. **Key Responsibilities:** - Answer customers' questions and troubleshoot and resolve issues with technical products over the telephone or electronic communications. - Advise customers and diagnose issues with Thales Encryption products, interpret logs and error messages, and understand the customer environment where the products are used. - Recommend solutions and workarounds to known problems, providing guidance on applying the solutions. - Support customers on using Thales products with 3rd party solutions and supported integrations. - Identify and document issues clearly using group tools, and support the implementation of hotfixes and patches. **Qualifications Required:** - Understanding of encryption and cryptographic key management. - Experience in using encryption to protect sensitive data in various environments. - Familiarity with cryptographic concepts, public key exchange, digital signature, data communication, and PKI. - Passion for problem-solving and helping customers succeed. - Fluent in English. - Willingness to provide occasional after-hours and weekend support on-call. - Preferred familiarity with FIPS and other NIST requirements. - Working knowledge of Linux operating systems, Windows Servers, networking protocols, programming languages, databases, RSA PCKS, and public cloud platforms. - Bachelor's degree in Engineering, Computer Science, or equivalent experience. - 5 years of industry experience in a customer support role providing technical application support in network and data security products. *Note: Thales has been a key player in India's growth story since 1953, sharing technologies and expertise in Defence, Transport, Aerospace, and Digital Identity and Security markets. With over 1800 employees in India, Thales offers great career opportunities and a supportive work environment. Join us on this journey of growth and innovation.* As a Client Services Sr Engineer at Thales, you will provide technical support to customers by answering complex questions on product function and usage via telephone, email, and internet. You will act as a post-sales support liaison between the company and customers, handling pre-sales issues encountered during Proof of Concepts. Your role will involve conveying customer feedback to the Client Services Product Champion and product development staff. It is essential to have a thorough knowledge of Thales encryption products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross-functional escalation and communication throughout the lifecycle of a customer incident or service request. **Key Responsibilities:** - Answer customers' questions and troubleshoot and resolve issues with technical products over the telephone or electronic communications. - Advise customers and diagnose issues with Thales Encryption products, interpret logs and error messages, and understand the customer environment where the products are used. - Recommend solutions and workarounds to known problems, providing guidance on applying the solutions. - Support customers on using Thales products with 3rd party solutions and supported integrations. - Identify and document issues clearly using group tools, and support the implementation of hotfixes and patches. **Qualifications Required:** - Understanding of encryption and cryptographic key management. - Experience in using encryption to protect sensitive data in various environments. - Familiarity with cryptographic concepts, public key exchange, digital signature, data communication, and PKI. - Passion for problem-solving and helping customers succeed. - Fluent in English. - Willingness to provide occasional after-hours and weekend support on-call. - Preferred familiarity with FIPS and other NIST requirements. - Working knowledge of Linux operating systems, Windows Servers, networking protocols, programming languages, databases, RSA PCKS, and public cloud platforms. - Bachelor's degree in Engineering, Computer Science, or equivalent experience. - 5 years of industry experience in a customer support role providing technical application support in network and data security products. *Note: Thales
