Senior Support Engineer

2 weeks ago

Houston, United States Thales Full time
Location: Texas, 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 develop the avionics that control the worlds largest commercial aircraft. Our simulators train the next generation of pilots for fighter jets, transporters, and search and rescue helicopters. Together, each and every member of our aerospace team makes a difference. Sr. Support Engineer Las Colinas, TX (Onsite) Position Summary Thales is looking for a Sr. Support Engineer who will assist our airline customers with their daily operations. You will provide support on our different applications, dig through logs, connect to servers, query databases, analyze issues, document recurring issues and guides, write out RCAs, train your fellow teammates, and provide quality solutions to their problems by translating the reported issues to the necessary stakeholders. Youll involve other teams and troubleshoot together after documenting your troubleshooting journey, inform yourself of new and/or existing bugs/issues, and update your knowledge of new product releases. Youll use ticketing systems like Zendesk and Jira, and tools like Putty, MySQL Workbench, Terminal, Powershell, Hawtio, and interact with API calls, AWS, GSuite, and others. In this position, you will be required to work independently, write documentation, support other teams in troubleshooting, analyze problems, understand code, coordinate meetings, pinpoint whats missing to become more efficient, lead by example, and optimize processes. You will work closely with other Support Engineers and the Operations and Product teams to handle reported issues or business requests. You will also assist the Ops team who work on servers, network issues, certificates, AWS, SQL databases, etc. You will deliver high-quality service every day to keep our customers happy As our headquarters are based in Belgium, youll be required to sync with your Belgian colleagues. If you have aviation knowledge, thats a big plus Key Areas of Responsibility Support the customer through phone, meetings, and ticketing system. Test, optimize, and write out procedures for the team. Work closely with other departments through Slack, meetings, and ticketing system. Send out communications about upcoming releases, maintenance, and downtimes. Work out feature requests in detail, understanding what the customer wants and needs. Translate technical lingo into normal language. Incident/change/problem management. Write out RCAs. Understand Java, Angular, Swift, XML, CSS, and more. Logically and analytically assess issues. Be aware of new changes, existing bugs, known issues throughout our product. Keep yourself up to date about internal processes like release and deployment management. Prioritize workload based on ticket severity. Deliver second-line support and tackle advanced issues. Minimum Qualifications Bachelors degree in informatics, computer science or a similar field with a minimum of 8-12 years of relevant work experience or Masters degree in informatics, computer science or a similar field with 6 years of relevant work experience. Minimum 5 years of experience in a similar role in supporting a software development company. 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. Aviation enthusiast. 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. Employee is required to work on-site in the Dallas office at least 2 days a week or as directed by management. Travel: At least 3 weeks of training in Belgium to start for onboarding. Some additional travel may be required. If youre excited about working with Thales, but do not meet the requirements for this position, we encourage you to join our Talent Community What We Offer 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 and Dental plans. Retirement Savings Plan with a company contribution and a match, without a vesting period. Company paid holidays, vacation days, and paid sick leave. Company provided Life Insurance. Why Join Us? Say HI and learn more about working at Thales click here . LI-Hybrid LI-Remote LI-MR1 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. Successful applicants must comply with federal contractor vaccine mandate requirements. Thales champions inclusion and believes diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, 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 talentacquisitionus.thalesgroup.com. J-18808-Ljbffr

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