Technical Support Engineer

Location: California, United States of AmericaThales 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.

Technical Support Engineer- on site at Northern California customer locations

Must travel to Northern California remote customer site locations

Regulatory Compliance Requirements

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation

Position Summary

Thales is looking for a Technical Support Engineer will be part of a Thales Support and Maintenance team that provides support to help our customers deliver secure identity documents and provide law enforcement operational services to their citizens. You will be part of a Network Operations Center (NOC) team providing primarily remote (including on-call) as well as occasional onsite support for a variety of Identity & Biometric Solutions (IBS) and Digital Identity & Security products (DIS). The NOC L2 Technical Support Engineer provides a strong technical background combined with an excellent understanding of Thales IBS & DIS solution in order to provide a quick resolution to business-critical issues when our Level 1 in-state technicians or Law Enforcement clients require assistance.

Key Areas of Responsibility

In this role you will troubleshoot technical problems with a mix of debugging, networking, system administration, updating documentation and when needed, coding/scripting. You will use your experience to identify the root cause of the problem and improve supportability by working with a team of subject matter experts, including IT, DBA, Network and Software Engineers, to monitor and report, gather information and provide workarounds and fixes.

As a NOC L2 Technical Support Engineer you will be responsible for:

• Analyze and troubleshoot incidents which cannot be resolved by the helpdesk or onsite technicians
• Proactively participate in the support processes and knowledge ownership; keeping knowledge base articles, SharePoint, and Confluence pages specific to the customer updated
• Support on-call rotation schedule to provide 24/7 support (once every 5 weeks or so for a 1-week duration)
• Respond to and manage Service Now (SNOW) tickets to completion as well as open JIRA tickets pertaining to customer applications and hardware support and following up until the tickets are resolved
• Where appropriate; conduct system front and backend administration, monitoring, management, preventative maintenance, and ensure continued operation of existing operational services
• Travel to client locations to install, troubleshoot, or replace software/hardware as needed

Minimum Qualifications

• Bachelor's degree in Information Systems (or a related technical field) or 4 years of related, exempt experience in technical support, professional services, software development, or product operations as equivalency in lieu of a degree.
• At least 3 years of experience working in an IT role (ie, helpdesk, hardware, application support) directly supporting critical front-line business services for customers
• Prior experience with a ticketing solutions (ServiceNow)
• Enterprise level communication skills (both verbal and written) in a fast-paced setting are critical to the Technical Solutions Engineers success, this includes the ability to translate complex technical concepts into every-day language while working with internal and external stakeholders
• Solid understanding of web technologies (HTTP, DNS, IIS), networking (routing, TCP/IP, VPN), identity (Active Directory, LDAP), and security (encryption, TLS, PKI)
• Good commercial acumen, competent in presenting and liaising with external bodies including customers, partners and specialist working groups

Be able to pass rigorous background checks conducted by law enforcement agencies.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Core Business Hours Monday-Friday with weekend support (8-5)

Support on-call rotation schedule to provide 24/7 support

The anticipated Total Target Compensation (TTC) range for this role is $69,000-133,000 USD 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.

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, 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,

Why Join Us?

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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 applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe 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 talentacquisition@us.thalesgroup.com.