Sr. Support Engineer
Las Colinas, TX (Onsite)
Position Summary
Thales is looking for a Sr. Support Engineer who will you will be assisting our airline customers with their daily operations. You will provide them with support on our different applications, dig through logs, connect to servers, query databases, analyze issues and try to reproduce them, document recurring issues and guides, write out RCAs, train your fellow teammates with your gained experience, mail, call and meet with customers and provide quality solutions to their problems by translating the reported issues to the necessary stakeholder(s). You’ll have to ask the right questions and do the necessary investigation, all this by communicating with the right tone of voice. You’ll involve other teams and troubleshoot together after documenting your troubleshooting journey, inform yourself of new and/or existing bugs/issues and update your knowledge of new product releases. You’ll use the offered ticketing systems named Zendesk and Jira. You will use tools like Putty, MySQL Workbench, Terminal, Powershell, Hawtio, come into contact with API calls, AWS, GSuite and others.
In this position, you will be required to work independently, write documentation, support other teams in troubleshooting, analyze problems, understand code, coordinate meetings, pinpoint what’s missing to become more efficient, lead by example and optimize processes. You will work closely with other Support Engineers in your team as well as the Operations and Product teams to handle the reported issues or business requests. You will also assist the Ops team who work on servers, network issues, certificates, AWS, SQL databases, etc. You will deliver high quality service every day to keep our customers happy! Seeing our headquarters are based in Belgium, you’ll be required to work to sync with your Belgian colleagues.
If you happen to have aviation knowledge, that’s a big plus!
Key Areas of Responsibility
Leads NAS US Supply Chain for Industry and manages the day-to-day activities for the local organization, reporting to NAS US Industry Director with whom works in harmony to deliver the vision, mission and strategy, with focus on the specific needs of the Customers.Support the customer through phone, meetings, ticketing system. Test, optimize and write out procedures for the team. Work closely with other departments through Slack, meetings and ticketing system.Send out communications about upcoming releases, maintenance, downtimes. Work out feature requests in detail, understand what the customer wants and needs.Translate technical lingo into normal language. Incident/change/problem management. Write out RCAs. Understand Java, Angular, Swift, XML, CSS, …Logically and analytically assess issues. Be aware of new changes, existing bugs, known issues throughout our product. Keep yourself up to date about internal processes like release and deployment management.Prioritize workload in function of ticket severity. Deliver second line support and tackle the advanced issues.Minimum Qualifications
Bachelor’s degree in informatics, computer science or a similar field of study with a minimum of 8-12+ years of relevant work experience or Master’s degree in informatics, computer science or a similar field of study with 6+ years of relevant work experience.Minimum 5 years of experience in a similar role in supporting a software development company.Experience with the Jira/Confluence/Bitbucket suite. ITIL knowledge.Working experience of Linux, Java, Angular, XML, APIs, REST, and more.Solution oriented and logical thinker. Aviation enthusiast.Special Position Requirements
Schedule: A rotating schedule of 2 days of work, 2 days off, and 3 days of work, 3 days off will be required. 12 Hour shifts starting from 7am to 7pm.Physical Environment: Hybrid work model available. Employee is required to work on-site in the Dallas office at least 2-days aweek or as directed by management.Travel: At least 3 weeks training in Belgium to start for onboarding. Some additional travel may be required.If you’re 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 working 30 or more hours per week and their eligible dependents, including the following:
Elective Health and Dental plans. Retirement Savings Plan with a company contribution and a match, and without vesting period. 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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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.Successful applicant must comply with federal contractor vaccine mandate requirements.
Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.