.Time left to apply: End Date: November 22, 2024 (19 days left to apply)Job Requisition ID: R0264196Thales people architect identity management and data protection solutions at the heart of digital security. Businesses and governments rely on us to bring trust to the billions 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.Client Services EngineerPolanco, CDMX (Hybrid)Position SummaryThales is looking for a Client Services Engineer who is primarily responsible for assisting with replicating complex customer problems, diagnosing possible causation, recommending remediation techniques, and managing level 2 to 3 customer interactions.In this position, you will also be responsible for working closely with the global support teams, team lead, and core engineering teams to assure effective cross-communication between the team for customer issues. You will attend team calls to free up the team lead to focus more on the daily management of the support staff, as well as with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.Key Areas of ResponsibilityProvide prompt and effective support to customers regarding Thales products via phone or email, troubleshoot and resolve technical issues related to product functionality, configuration, and performance.Analyze logs and error messages to identify and diagnose issues within the Thales products, understand and assess the customer's environment to determine how it interacts with the Thales solutions.Reproduce issues as needed to understand their nature and impact, ensuring accurate troubleshooting, interface with product development or escalation teams to report unresolved issues and provide detailed reproduction steps.Document all customer interactions, issues, and resolutions clearly and consistently using internal tools, contribute to the knowledge base by documenting solutions and troubleshooting steps for common problems.Gather feedback from customers about product performance and user experience to inform product development, stay updated on encryption technologies and industry trends to enhance personal knowledge and improve support effectiveness.Recommend solutions or workarounds for known issues and guide customers on implementing these effectively.Minimum QualificationsBachelor's degree in engineering, Computer Science, or another relevant field of study; and/or equivalent experience.3 to 5 years of industry experience working in a customer support role, providing technical application support, troubleshooting, and diagnostics in network and data security products