Designated Support Engineer

Location: Jakarta, Indonesia

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Thales has been present in the Republic of Indonesia for 45 years in the defence, aerospace and space domains, delivering a wide range of civil and defence solutions that highlight our strong commitment to working with the Indonesian government and local stakeholders. In recent years, our innovative solutions in air traffic management systems and telecom satellites have further strengthened our presence in the country alongside our digital portfolio of solutions such as biometrics, data protection and cybersecurity now serving the needs of diverse customers in civil sectors.

Role Overview

The Designated Support Engineer (DSE) provides dedicated, high-touch technical support for assigned strategic customers. Acting as the primary technical owner, the DSE is responsible for managing complex support cases end-to-end, maintaining deep familiarity with customer environments, and ensuring service stability, rapid incident resolution, and a high level of customer satisfaction.

This role requires strong technical expertise, excellent communication skills, and the ability to collaborate effectively across Support, NOC, Engineering, Product, and Customer Success teams.

Key Responsibilities

Customer & Case Ownership

• Serve as the primary technical point of contact for assigned customers
• Own and manage complex, high-severity support cases through resolution
• Maintain deep understanding of customer architectures, configurations, and usage patterns
• Ensure timely, accurate, and customer-appropriate technical communication

Incident & Escalation Management

• Lead troubleshooting and resolution for P0/P1 incidents
• Coordinate cross-functional investigations with NOC, Engineering, Product, and other teams
• Drive root cause analysis (RCA) and corrective action plans
• Proactively identify risks and recommend mitigation strategies

Proactive Support & Prevention

• Perform proactive environment reviews and health checks
• Identify trends, recurring issues, and configuration gaps
• Recommend best practices to reduce incident recurrence
• Support planned changes, peak traffic events, and customer initiatives

Stakeholder Collaboration

• Partner closely with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales Engineers
• Act as a trusted technical advisor to customers
• Align internally on customer expectations, priorities, and delivery commitments

Documentation & Knowledge Sharing

• Maintain accurate case notes, technical documentation, and RCA reports
• Contribute to internal knowledge bases and troubleshooting guides
• Share learnings and best practices with the broader support team

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• 3–6+ years of experience in Technical Support, Systems Engineering, or similar customer-facing technical roles
• Strong troubleshooting skills across networking, security, and web technologies
• Experience handling high-severity incidents and customer escalations
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience supporting enterprise or regulated customers (e.g. financial services)
• Knowledge of cloud platforms, web application security, APIs.
• Experience working in a global, follow-the-sun support environment

Soft Skills & Attributes

• Strong ownership mindset and accountability
• Calm, methodical approach under pressure
• Ability to balance customer advocacy with operational constraints
• Proactive, detail-oriented, and customer-focused
• Strong collaboration and influencing skills

Why This Role Matters

The Designated Support Engineer plays a critical role in protecting customer trust, reducing operational risk, and enabling long-term customer success by providing consistent technical ownership and proactive support for strategic accounts.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.