Customer Support Engineer

Location: Dallas Fort Worth International Airport, United States of America

Thales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.

When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes.

Customer Support Engineer

Dallas, TX (Onsite)

Position Summary

Thales/AvioBook is looking for a Customer Support Engineer, who will join an international team dedicated to transforming aviation through innovative software, valuing teamwork, curiosity, and ownership, and believing that growth comes from collaboration, while offering the opportunity to learn continuously, work with cutting-edge tools, and take part in international teambuilding events that connect colleagues from around the world.

In this position, you will play a key role in helping airline customers keep their operations running smoothly by working hands-on with AvioBook’s suite of aviation software solutions to investigate issues, troubleshoot complex problems, and collaborate across teams to deliver timely, high-quality support, making this role perfect for someone who loves solving puzzles, learning new technologies, and engaging directly with customers to make a real impact.

Referral Bonus Eligibility: Tier 1 - $2,500

Key Areas of Responsibility

• Support airline customers through calls, meetings, and ticketing systems (Salesforce & Jira), delivering second-line support and resolving advanced issues with a focus on quality and speed while translating complex technical details into clear, customer-friendly language.
• Communicate proactively about upcoming releases, maintenance windows, and downtimes, and manage incidents, changes, and problems following ITIL principles.
• Query and analyze info, warning, error, and debug logs, figure out and document reproduction scenarios, and extract the essence of issues using tools such as DBeaver, PowerShell, Hawtio, Salesforce, AWS, and Gsuite.
• Understand and interpret code structures in Java, Angular, Swift, XML, JSON, and CSS to support troubleshooting.
• Work closely with Product, Operations, and Engineering teams via Slack, meetings, and ticketing systems to resolve complex cases, analyze and refine feature requests, and stay current on new product releases, known issues, and internal processes such as release and deployment management.
• Write detailed internal and external Root Cause Analyses including input from all stakeholders, test, optimize, and create internal support procedures and documentation, prioritize workload based on ticket impact and severity, and lead by example in process optimization and communication best practices.

Minimum Qualifications

• Bachelor’s degree in a related field of study with a minimum of 5–8+ years of relevant work experience or a combination of education and comparable work experience.
• Minimum 1 year of application support experience.
• Minimum 1 year of experience in a similar role supporting a software development company.
• A proactive, curious, and problem-solving mindset, with a willingness to troubleshoot and resolve technical issues.
• Highly organized, with the ability to effectively plan, document findings and test results, track priorities, and coordinate the resolution of engineering challenges in a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to adapt communication styles to suit various stakeholders (including Engineering teams, Customers, Program Management, and Field/Repair Shop personnel), and capable of synthesizing complex issues into clear and understandable information.

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

Preferred Qualifications

• 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.
• Salesforce experience.

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. Employees are required to work on-site in the Dallas office at least 2-days a
• week or as directed by management. Weekend shift work is remote.
• Travel: This position will require domestic and/or international travel: at least 3 weeks training in Belgium to start for onboarding. Some additional travel may be required.10%

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

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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.

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, 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.

The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC) 104,481.00 - 174,135.00 USD Annual

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point) 

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, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

•Company paid holidays and Paid Time Off

•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program