Product Support Engineer

Location: Noida, India

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.

Present in India since 1953, Thales is headquartered in Noida and has other operational offices and sites spread across Delhi, Gurugram, Bengaluru and Mumbai, among others. Over 2200 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India’s growth story by sharing its technologies and expertise in Defence, Aerospace and Cyber & Digital sectors. Thales has two engineering competence centres in India - one in Noida focused on Cyber & Digital business, while the one in Bengaluru focuses on hardware, software and systems engineering capabilities for both the civil and defence sectors, serving global needs. The Group has also established an MRO (Maintenance, Repair & Overhaul) facility in Gurugram to provide comprehensive avionics maintenance and repair services to Indian airlines and support the growth of the local aviation industry.

Department Presentation:
The Digital Banking Client Services Team is a specialized unit within the global Client Services team in Cybersecurity & Digital Identity (CDI). We provide post-sales support to our customers under Support and Maintenance contracts and also assist our Sales and Professional Services teams with ad-hoc support as needed.

Job Description:

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.

Key Responsibilities:
- 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.

Qualifications:
Education:
- Bachelor’s degree in Computer Science, Electronics, or equivalent experience
Skills:
Technical requirements:
- 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.

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.