Lead Technical Consultant, Client Support

4 weeks ago

Reading, Reading, United Kingdom Thales Full time
Location: United Kingdom

At Thales, we design and implement identity management and data protection solutions that are central to digital security. Our technologies and services are trusted by businesses and governments to ensure secure interactions in a digital landscape. With over 30,000 organizations relying on us, we facilitate secure transactions, enable safe border crossings, and enhance the intelligence of energy systems, among other critical functions.

We are committed to fostering an environment where dedicated employees can grow and advance their careers. Thales UK is at the forefront of technology and service development, positively impacting millions of lives daily. We operate across five key sectors: Aerospace, Defence, Ground Transportation, Security, and Space. We prioritize your health and well-being, offering flexible working arrangements, including part-time hours, job sharing, remote work, and adaptable start and finish times to accommodate your lifestyle and aspirations.

Role Overview: Technical Lead, Client Support

As a Technical Lead in Client Support, you will independently deliver technical assistance to clients, addressing intricate inquiries regarding product functionality and usage through various communication channels. You will act as a liaison for post-sales support between the organization and clients, and may also assist with pre-sales challenges encountered during Proof of Concepts.

Key Responsibilities:
  • Respond to client inquiries and troubleshoot complex technical issues related to product functionality via phone or electronic communication.
  • Guide clients in diagnosing issues with Thales Encryption products, analyzing logs and error messages, and understanding the client environment.
  • Propose solutions and workarounds for known issues, advising clients on implementation.
  • Provide support on integrating Thales products with third-party solutions.
  • Reproduce unidentified issues and collaborate with the Client Services Product Champion to resolve them.
  • Document issues clearly and consistently using designated tools.
  • Assist in implementing hotfixes and patches to mitigate risks and ensure effective resolution of client problems.
Candidate Profile:
  • A solid understanding of encryption and cryptographic key management, with experience in safeguarding sensitive data across various platforms.
  • A passion for problem-solving and a commitment to helping clients and partners succeed.
  • Willingness to provide after-hours and weekend support on a shared on-call basis.
  • Familiarity with FIPS and other NIST standards is preferred.
  • Proficient in Linux operating systems (e.g., RHEL, CentOS, Ubuntu) and Windows Servers, with knowledge of networking protocols (TCP/IP, UDP) and programming languages (C/C++, Java).
  • A Bachelor's degree in Engineering, Computer Science, or a related field, along with 7+ years of experience in a customer support role focused on technical application support in network and data security.
What We Offer:

We are dedicated to providing opportunities for personal and professional growth. Our commitment to our employees includes market-leading training, development opportunities, and mentorship from industry experts. We prioritize internal hiring, offering a wide range of career paths within our global organization.

Flexibility:

Your well-being is important to us, which is why we offer flexible working options to suit your needs, whether through part-time arrangements, job sharing, or remote work.

Thales is an equal opportunity employer, and we embrace diversity and inclusion as essential components of our success.

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