Product Support Engineer

Location: Vancouver - Pender St, Canada

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.

We are seeking a motivated Product Support Engineer to join our team. In this role, you will provide technical support to customers, answering complex questions on function and usage of the Thales CIAM product via telephone, email, and/or internet. Next to that you will be planning and implementing changes to the customer services.

You will convey customer feedback to the Support manager. You must possess thorough knowledge of CIAM products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service/change request.

• Answer customers’ questions and troubleshoot and resolve complex customer issues over the telephone or via electronic communications, focusing on product functionality, configuration errors, and bugs/enhancements/upgrades.
• Plan and implement Thales CIAM Cloud product updates.
• Work with customers to diagnose issues with Thales CIAM products, interpret logs and error messages, and analyze the customer environment where products are being used.
• Recommend solutions and workarounds to known problems and advise customers on application of solutions or workarounds.
• Provide guidance and support to customers on the use of Thales CIAM products.
• Communicate, investigate, and reproduce service issues; advise on, plan, and implement configuration changes; and interface with engineering teams for bug-related concerns.
• Identify and document issues clearly and consistently using group tools.
• Implement patches/releases to minimize risk of unexpected issues and ensure resolution of customer-reported open problems.
• Interact with customers to implement service changes, including html/css modifications, functional changes, and external dependency adjustments such as certificates or customer-connected landscape changes.

• Proficient in Linux command-line environments (e.g., Bash, SSH) 
• Ability to install, configure, and troubleshoot services and applications on Linux servers 
• Experience with system monitoring, log analysis, and performance tuning 
• Knowledge of file system management, process control, and security hardening 
• Understanding of user and group management on Linux
• Experience supporting cloud services that interact with external systems.
• Working knowledge of protocols such as TCP/IP, IPv4, IPv6, HTTPS, TLS, and APIs.
• Proficiency in at least one programming language, preferably Python
• Familiarity with cloud platforms such as AWS, Kubernetes, VMware, and Microsoft Azure.
• Understanding of authentication and authorization protocols, including SAML and OIDC.
• Advantageous to have experience with Identity and Access Management (IAM), Customer Identity and Access Management (CIAM), and security best practices.
• Ability to interpret logs and error messages, analyze system environments, and troubleshoot complex technical issues.
• Experience in usage of tools like Postman or SoapUI for API testing and troubleshooting.
• Knowledge of web technologies, including HTML, CSS, and relevant functional and external dependencies such as certificates and connected landscapes.
• Experience with ticketing systems and issue tracking tools is desirable.

Non-Technical Requirements:

• Strong passion for problem solving and genuine interest in helping customers and partners succeed.
• Fluency in English, both spoken and written.
• Willingness to provide occasional after-hours and weekend support as part of a shared and proactively scheduled on-call rotation.
• Excellent customer communication skills with a supportive and consultative approach.
• Strong documentation skills, with ability to clearly and consistently document issues and solutions.
• Ability to work collaboratively within a team and coordinate with other departments, including engineering and product management.
• Continuous learning mindset and adaptability to new technologies and evolving customer needs.

Experience:

• 5+ years industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products.

Languages:

• Fluency in English, both spoken and written.

Bachelor’s degree in computer science, Electronics, or equivalent experience

The anticipated TTC range for this role is 74,388.35 - 99,647.87 - 138,048.15 CAD Annual . The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following: 

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.

• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.

• Company paid holidays, vacation days, and paid sick leave. 

• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.

• Employee Discounts on home, auto, and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.