Thales

www.thalesgroup.com

About Us

About Us

Thales is a global technology leader for the aerospace, space, defense, security and transportation markets. In 2008, the company generated revenues of 12.7 billion Euros (approximately $18.6 billion) with 68,000 employees in 50 countries. With its 25,000 engineers and researchers, Thales has a unique capability to design, develop and deploy equipment, systems and services that meet the most complex security requirements. Thales has an exceptional international footprint, with operations around the world working with customers as local partners.
Visit us on the web at www.thalesgroup.com/usa

Description

Product Support Engineer

Job Summary:

Responsible for the full scope of duties associated with the post sales technical support of Thales e-Security / nCipher products including evaluating product documentation, providing consultation and troubleshooting issues, escalating complex problems, and providing technical and product training.  Responsibilities of the job also include documenting calls and issues for tracking purposes through resolution.

 

Essential/Primary Duties and Responsibilities:

·         Manage and troubleshoot complex security and encryption applications based on core Thales/nCipher products.  Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, security concepts and technologies, encryption techniques, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to products.

·         Perform and document product compatibility tests.  This will involve set up and testing of Thales/nCipher products in test bed mode and integration with third party applications, e.g. Oracle, MS Sql Server, Apache, IIS, etc.

·         Take ownership of any issues escalated to development and manage the customer interface.

·         Maintain accurate records of all contacts and accounts and related issues that are carried out and to produce accurate up-to-date information with all contacts and correspondence utilizing the corporate support management IT system.

·         Assurance of complete customer satisfaction at any assigned accounts by adherence to the following: Prompt onsite arrival time, Technical expertise, Knowledge of customer environment, Professionalism.

·         Participation in 24 x 7 telephone support rotation for premium service customers (rotation with other team members).

·         Systems analysis and debug of customer generated applications, emphasis on Java programming language.

·         Support customers via phone with product set up, configuration, use and troubleshooting with the utmost professionalism.

·         Manage resolution of technical issues for a distinct set of clients included direct contact or via reseller/distributor relationships.

·         Support sales staff with responses to queries on general product use, product support, and system configuration.

·         Perform and document product tests.

·         Perform all other duties as assigned or required.

 

Competence Requirements (Experience, Knowledge, Qualifications & Training)

 

·         Experience:  Minimum of 3-5 years related experience

 

Knowledge:

 

·         Familiarity with cryptographic concepts, public key exchange, digital signature and data communications, TCP/IP, highly desirable

·         Solid working knowledge of  Linux, Solaris, other Unix variants (e.g. AIX, HP/UX) and MS Windows operating systems

·         Fluency in at least one, preferably two major programming languages, including Java, C#, and/or C/C++

·         Familiarity with common scripting languages e.g. Perl, Python and ability to produce simple to moderately complex scripts in response to customer issues

 

 

·         Solid working knowledge of web and application servers (Apache, ISS); Certificate Authorities(MS, CA, RSACM)

 

Qualifications:

 

·         Bilingual, English and Spanish a must

·         Some travel required

 

·         Education:  BS in Electrical Engineering, Computer Sciences, or equivalent

 

Desired Competencies (Behaviours)

 

Interpersonal:

 

·         Excellent Customer service -- verbal and written skills are a must

·         Proficiency in both written and verbal communications required

 

About Thales

Thales e-Security, information systems security activities of Thales, is one of the world leaders in the provision of Information and Communication Systems Security solutions for government, defense, critical infrastructure operators, enterprises and the finance industry.  Thales’ unique position in the market is due to its end-to-end security offering spanning the entire value chain in the security domain. The comprehensive offering includes architecture design, security and encryption product development, evaluation and certification preparation and through-life management services.

 

Thales has forty years of unrivalled track record in protecting information from Sensitive But Unclassified up to Top Secret and a comprehensive portfolio of security products and services, which includes network security products, application security products and secured telephony products. www.thalesgroup.com/iss

 

Thales is a leading international group, addressing Defense, Aerospace and Security markets worldwide.  Thales’s expertise in its core markets spans the entire value chain, providing all the capabilities its customers require, from equipment and systems to comprehensive support services, and including prime contracting on large-scale programs.

 

Thales’s leading-edge technology is supported by 22,000 R&D engineers who offer a capability unmatched in Europe to develop and deploy field-proven mission-critical information systems.  To this end, the group’s civil and military businesses develop in parallel and share a common base of technologies to serve a single objective: the security of people, property and nations.

 

Contact

We offer a competitive salary and comprehensive benefits package.  Please e-mail ( human.resources@thalesesec.com ) or FAX (954-888-6253) your resume with salary history and requirements, in complete confidence, to:  Human Resources, Thales e-Security, Inc., 2200 North Commerce Parkway, Suite 200, Weston, FL  33326.

 

 

Thales is an Equal Opportunity Employer:  EEO – M/F/D/V

 

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Thales is an Equal Employment Opportunity Employer

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