Principal Client Services Engineer

Thales; Ottawa; Hybrid; CAD 76,000 - 129,000; Full time

Job summary

Thales is seeking a customer-facing Technical Support Specialist to assist users and software developers with our Software Monetization products. You will be responsible for diagnosing issues, troubleshooting application code, and working alongside various teams to ensure customer satisfaction. This hybrid role requires a strong technical background along with superior communication skills.

Benefits

Company paid Extended Health and Dental

Retirement Savings Plans with company contribution

Paid holidays and vacation days

Employee discounts on home and auto

Qualifications

• 5+ years in a technical support role providing application support and debugging.
• Ability to work in fast-paced environments with changing priorities.
• Knowledge of VPN and firewall required.

Responsibilities

• Provide technical support and diagnose problems for customers.
• Act as the primary support liaison between company and customer.
• Manage customer expectations for deliverables and upgrades.

Skills

Good working computer networking knowledge

Programming knowledge

Ability to troubleshoot

Knowledge of APIs and web services

Education

Master or Bachelor Degree in Computer Science

Tools

Microsoft Visual Studio

SQL

MySQL

Tomcat

IIS

Job description

Location: Ottawa, Canada

Thales 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.

Position Summary

Ottawa, Hybrid

This is a customer-facing technical support position.

In this role, you will be supporting our customs that are users, software developers and/or product managers, and requires programming support for our products.

This is NOT a PC / Network Technician or IT position.

Key Areas of Responsibility

• Under general direction provides technical support, diagnosing problems, recommending workarounds to Thales Software Monetization customers, answering complex questions on functionality and usage of products, including programming support of API’s and web services via e-mail, the telephone and/or Internet.

• Serves as the primary support liaison between company and customer.

• Convey customer feedback to product development staff.

• Possesses thorough knowledge of company’s Software Monetization products used by our customers.

• Responsible for managing customer expectations and patch deliverables and upgrades.

• It is also necessary to work alongside our Professional Services and Managed Services teams and to understand and support the product customizations and solutions produced by these teams.

• Work into a Product Champion position.

Minimum Qualifications

• Master or Bachelor Degree in Computer Science or equivalent education and experience required. (E.g. MSCS or BSCS).

• 5+ years working in a technical support role, providing technical application support, in-depth troubleshooting and diagnostics to the issues reported by customers/clients. Developing and/or debugging customer’s application code.

• Ability to work in a fast-paced environment with changing priorities, prioritize multiple tasks and work with deadlines is essential.

• Ability to learn and integrate new technologies in a fast-paced environment.

• Good working computer networking knowledge of networking protocols, VPN, and firewall is required

• Good working programming knowledge is required with either C / C++, C#, VB.NET and/or JAVA, other programming languages are a plus. Must be able to write, read and understand program source code.

• Knowledge of building Microsoft Visual Studio projects and debugging.

• In-depth knowledge of Windows and good working knowledge of Linux/UNIX.

• Some knowledge of Datadog.

• Some knowledge of software expectations licensing technologies.

• Knowledge on web servers (Tomcat and IIS), databases (SQL and MySQL) and web services.

• Familiarity with virtual environments (VMware, Microsoft Hyper-V or equivalent) and hosted environments (GCP, AWS and Azure).

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

Why Join Us?

Say HI and learn more about working at Thales click here .

#LI-Hybrid

#LI-TI1

The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between

Total Target Cash (TTC): 76,208.54 - 101,611.38 - 128,924.64 CAD Annual

This 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 24 or more hours per week and their eligible dependents, including the following:

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.

• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.

• Company paid holidays, vacation days, and paid sick leave.

• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.

• Employee Discounts on home, auto, and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.