Engineer Client Services

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 30000 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.

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 customers 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

Bachelors 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 youre 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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At Thales we provide CAREERS and not only jobs. With Thales employing 80000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here apply now!