Senior Support Engineer

Job title: Senior Support Engineer in Texas at Thales

Company: Thales

Job description: Location: Texas, United States of AmericaThales 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 we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.Sr. Support EngineerLas Colinas, TX (Onsite)Position SummaryThales is looking for a Sr. Support Engineer who will you will be assisting our airline customers with their daily operations. You will provide them with support on our different applications, dig through logs, connect to servers, query databases, analyze issues and try to reproduce them, document recurring issues and guides, write out RCAs, train your fellow teammates with your gained experience, mail, call and meet with customers and provide quality solutions to their problems by translating the reported issues to the necessary stakeholder(s). You’ll have to ask the right questions and do the necessary investigation, all this by communicating with the right tone of voice. You’ll 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. You’ll use the offered ticketing systems named Zendesk and Jira. You will use tools like Putty, MySQL Workbench, Terminal, Powershell, Hawtio, come into contact 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 what’s missing to become more efficient, lead by example and optimize processes. You will work closely with other Support Engineers in your team as well as the Operations and Product teams to handle the 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! Seeing our headquarters are based in Belgium, you’ll be required to work to sync with your Belgian colleagues.If you happen to have aviation knowledge, that’s a big plus!Key Areas of Responsibility

• Support the customer through phone, meetings, 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, downtimes. Work out feature requests in detail, understand 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, …


• 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 in function of ticket severity. Deliver second line support and tackle the advanced issues.

Minimum Qualifications

• Bachelor’s degree in informatics, computer science or a similar field of study with a minimum of 8-12+ years of relevant work experience or Master’s degree in informatics, computer science or a similar field of study 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 training in Belgium to start for onboarding. Some additional travel may be required.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!What We OfferThales 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, and without 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 .#LI-Hybrid#LI-Remote#LI-MR1This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at .The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is betweenTotal Target Cash (TTC): 99,457.50 - 132,610.00 - 161,369.00 USD AnnualThis reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)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, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance

• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period

• Company paid holidays and Paid Time Off

• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

Expected salary:

Location: Texas

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