Designated Support Engineer
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Thales is a global technology leader trusted by governments institutions and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space cybersecurity and digital identity were driven by a mission to build a future we can all trust.
Thales has been present in the Republic of Indonesia for 45 years in the defence aerospace and space domains delivering a wide range of civil and defence solutions that highlight our strong commitment to working with the Indonesian government and local recent years our innovative solutions in air traffic management systems and telecom satellites have further strengthened our presence in the country alongside our digital portfolio of solutions such as biometrics data protection and cybersecurity now serving the needs of diverse customers in civil sectors.Role Overview
The Designated Support Engineer (DSE) provides dedicated high-touch technical support for assigned strategic customers. Acting as the primary technical owner the DSE is responsible for managing complex support cases end-to-end maintaining deep familiarity with customer environments and ensuring service stability rapid incident resolution and a high level of customer satisfaction.
This role requires strong technical expertise excellent communication skills and the ability to collaborate effectively across Support NOC Engineering Product and Customer Success teams.
Key Responsibilities
Customer & Case Ownership
- Serve as the primary technical point of contact for assigned customers
- Own and manage complex high-severity support cases through resolution
- Maintain deep understanding of customer architectures configurations and usage patterns
- Ensure timely accurate and customer-appropriate technical communication
Incident & Escalation Management
- Lead troubleshooting and resolution for P0/P1 incidents
- Coordinate cross-functional investigations with NOC Engineering Product and other teams
- Drive root cause analysis (RCA) and corrective action plans
- Proactively identify risks and recommend mitigation strategies
Proactive Support & Prevention
- Perform proactive environment reviews and health checks
- Identify trends recurring issues and configuration gaps
- Recommend best practices to reduce incident recurrence
- Support planned changes peak traffic events and customer initiatives
Stakeholder Collaboration
- Partner closely with Customer Success Managers (CSMs) Technical Account Managers (TAMs) and Sales Engineers
- Act as a trusted technical advisor to customers
- Align internally on customer expectations priorities and delivery commitments
Documentation & Knowledge Sharing
- Maintain accurate case notes technical documentation and RCA reports
- Contribute to internal knowledge bases and troubleshooting guides
- Share learnings and best practices with the broader support team
Required Qualifications
- Bachelors degree in Computer Science Engineering or equivalent practical experience
- 36 years of experience in Technical Support Systems Engineering or similar customer-facing technical roles
- Strong troubleshooting skills across networking security and web technologies
- Experience handling high-severity incidents and customer escalations
- Excellent written and verbal communication skills
Preferred Qualifications
- Experience supporting enterprise or regulated customers (e.g. financial services)
- Knowledge of cloud platforms web application security APIs.
- Experience working in a global follow-the-sun support environment
Soft Skills & Attributes
- Strong ownership mindset and accountability
- Calm methodical approach under pressure
- Ability to balance customer advocacy with operational constraints
- Proactive detail-oriented and customer-focused
- Strong collaboration and influencing skills
Why This Role Matters
The Designated Support Engineer plays a critical role in protecting customer trust reducing operational risk and enabling long-term customer success by providing consistent technical ownership and proactive support for strategic accounts.
At Thales were committed to fostering a workplace where respect trust collaboration and passion drive everything we do. Here youll feel empowered to bring your best self thrive in a supportive culture and love the work you do. Join us and be part of a team reimagining technology to create solutions that truly make a difference for a safer greener and more inclusive world.
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
In all critical environments - air, land, sea, space and cyberspace - decision-makers, operators, crews and members of our armed services and security forces are faced with millions of important decisions every day. It is in supporting these people that Thales in the United States ha ... View more
