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Technical Lead, Client Services

3 months ago

Reading, Berkshire, United Kingdom Thales Part time
Location: Reading, United Kingdom

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 30,000 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.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across five major industries; Aerospace, Defence, Ground Transportation, Security and Space. Your health and well-being matters to us and that's why we offer you the flexibility to do what's important to you; whether that's part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Technical Lead Client Services

Green Park, Reading

As a Client Services Technical Lead you will be independently providing technical support to customers, answering complex questions on function and usage of product via telephone, email, and/or internet. You will serve as a post-sales support liaison between company and customer and if needed, would be required to support pre-sales issues encountered during Proof of Concepts.

Key Responsibilities and Tasks
  • 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.
  • Advise customers, work to diagnose customer issues with Thales Encryption 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 advise 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 Client Services 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 insure that the fix resolves the customer problem.

About You
  • To succeed at this job, you must have an understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment. You must be familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
  • Be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.
  • You must be willing to, occasionally, provide after hours and weekend support of products on an on-call. The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no undue burden on any particular engineer.
  • It would be preferred if you have familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
  • We would like someone to join our team who has working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6. Basic Knowledge of programming languages (C/C++ and/or Java). Database skills (Oracle and MS SQL Server) is a plus. Knowledge of RSA PCKS Public-Key Cryptography Standards. Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage
  • A Bachelor's degree in Engineering, Computer Science, or equivalent experience.
  • We are looking for someone with 7+ years industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.

What We Can Offer

We're committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you'll have a myriad of opportunities within our diverse, global organisation.

Flexibility

Your health and well-being matters to us and that's why we offer you the flexibility to do what's important to you; whether that's part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

If you are interested in this role, we would encourage you to have informal chat with the Talent Acquisition Partner.

Thales is an equal opportunities employer and diversity and inclusion are integral to the success of Thales.

#LI-RD1

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 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.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

Great journeys start here, apply now