Product Support Specialist
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About this role
Position Summary
As a member of a Global Support Success team, the Product Support Specialist will be instrumental in replicating complex customer problems, diagnosing possible causations, 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.
The Product Support Specialist must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the teams for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Product Support Specialist will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.
Essential Functions
- Answer customers’ questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
- Advice customers, work to diagnose customer issues with Thales Crypto products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
- Recommend solutions and workarounds to known problems and provide advice to 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 (if need be) and interface with the Product Champion providing the customer setup and steps to reproduce the issues.
- Identify and document issues consistently and clearly using group tools.
- Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem
Minimum Requirements
- Bachelor’s or associate’s degree in engineering, Computer Science, or another relevant field of study, or equivalent hands-on experience.
- Strong understanding of Linux / RHEL.
- Experience with Active Directory and LDAP-based directories.
- Ability to analyze packet captures/sniffer traces and troubleshoot routing, firewall, and connectivity issues.
- Strong networking knowledge including TCP/IP, routing protocols such as OSPF and RIP, DNS, VPNs, and firewall concepts.
- Experience with virtual environments such as VMware or equivalent technologies.
- Hands-on experience with databases including MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL, with strong SQL knowledge.
- Experience supporting data security, database activity monitoring, and audit/compliance solutions.
- Knowledge of Microsoft technologies such as Exchange, SharePoint, Active Directory, and Windows Server is an advantage.
- Experience with scripting and automation using Bash, Python, Shell, or similar tools.
- Ability to troubleshoot complex issues across application, database, network, and infrastructure layers.
- Strong customer-facing communication skills with the ability to provide creative solutions and help customers and partners succeed. Experience working with cloud environments such as AWS, Azure, or GCP is an advantage.
- 2 or more years of experience in a technical support, product support, or technical account management role supporting security, database, or enterprise software products.
- Prior experience supporting database security or similar monitoring and compliance platforms is highly preferred.
Preferred Qualifications
- Master’s degree in Engineering, Computer Science and or another relevant field of study.
- Database skills MongoDB and PostgreSQL
- Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage
The anticipated TTC range for this role is 60,692.25 - 80,923.00 CAD Annual. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.
If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.
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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:
• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.
Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.
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