Senior Escalation Engineer - 24x7 Global Support

Thales Cybersecurity Products; Belfast City District; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Private medical insurance

Cycle to work schemes

Employee discounts

Annual bonus

Stock options

Job summary

Thales is seeking a Sr. Escalation Engineer - Client Services in Belfast, offering a hybrid work arrangement.

You will join a global support organization and manage high-priority customer escalations, diagnosing complex issues and coordinating cross-functional teams to drive timely resolutions. The role requires after-hours/weekend support on a 24x7 rota, deep experience across Linux/Windows, databases, networks, and security, and a relentless focus on customer success and knowledge sharing

Qualifications

• Bachelor’s degree in computer science/engineering or technical field or equivalent experience.
• Strong Linux and Windows Server administration and performance analysis.
• Familiarity with networking, databases, and security concepts.

Responsibilities

• Work with global support engineers to resolve customer escalations.
• Replicate environments to diagnose issues and verify fixes.
• Identify root causes and improve support processes.
• Collaborate with development teams to validate fixes and communicate needs.
• Participate in 24x7 on-call rota for critical issues.
• Create knowledge base articles and training materials.

Skills

Linux

Windows Server

Log analysis

Virtualization

AWS

Azure

GCP

Networking fundamentals

Wireshark

tcpdump

SQL

Security fundamentals

Encryption fundamentals

Education

Bachelor’s degree in computer science/engineering or technical field or equivalent experience

Tools

Wireshark

tcpdump

curl/Postman

Fiddler

Splunk

Kibana

Database tracing tools

Job description

Thales is seeking a Sr. Escalation Engineer - Client Services in Belfast, offering a hybrid work arrangement.

You will join a global support organization and manage high-priority customer escalations, diagnosing complex issues and coordinating cross-functional teams to drive timely resolutions. The role requires after-hours/weekend support on a 24x7 rota, deep experience across Linux/Windows, databases, networks, and security, and a relentless focus on customer success and knowledge sharing