Client Services Engineer- 3rd party contract - EMEA

Thales; Dadri; On-site; INR 450,000 - 750,000; Full time

Benefits offered by this job

Shift allowance

Subsidized cab services

TeamLease payroll (1-year contract)

Job summary

Thales in Noida, Uttar Pradesh, India seeks a Client Services Engineer to provide technical support for Gemalto encryption products and services. The role requires understanding encryption, PKI, and cloud platforms, with 1+ year in customer support and strong English communication.

You will troubleshoot, document issues, and coordinate with product teams during incidents or service requests. Responsibilities include diagnosing complex technical issues, advising on fixes, and aligning with

Qualifications

• Understanding encryption and cryptographic key management to protect data
• Fluent in English and strong communication
• 1+ years in a customer support role for security/data products
• Willingness to provide after-hours and weekend support
• Familiarity with Linux/Windows servers and networking concepts (TCP/IP, IPv6)
• Experience with PKI, cryptography concepts, and cloud platforms (AWS/Azure)

Responsibilities

• Answer customer questions and troubleshoot complex issues over phone or email
• Diagnose issues with Gemalto encryption products and interpret logs
• Recommend fixes/workarounds and guide customers on applying them
• Provide guidance on using products with 3rd party solutions
• Document issues clearly for escalation
• Support hotfixes and patches to resolve customer problems

Skills

Fluent English

Customer support

Problem solving

Networking (TCP/IP/UDP)

Education

Bachelor's degree in Engineering or Computer Science

Tools

Linux (RHEL/CentOS/Ubuntu)

Windows Server

RSA PKCS

AWS

Azure

VMware vCloud Air

Oracle

MS SQL Server

C/C++/Java basics

Job description

As an Client Services Engineer you will provide technical support to customers, answering complex questions on function and usage of product via telephone, email, and/or internet. You will serve as a post-sales support liaison between company and customer and if needed, would be required to support pre-sales issues encountered during Proof of Concepts. You will convey customer feedback to the Client Services Product Champion and product development staff. You must possess thorough knowledge of Gemaltos encryption products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service request.

Essential Functions / Key Areas of Responsibility

• You will answer customers questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades.
• You will advise customers, work to diagnose customer issues with Gemalto Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
• You will recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.
• You will provide guidance and support on how to use Gemalto products with 3rd party solutions and supported integrations.
• You will reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues.
• You will identify and document issues consistently and clearly using group tools.
• You will support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

• Minimum Requirements: Skills, Experience & Education
• Include minimum experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, etc.
• To succeed at this job, you must have an understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment. You must be familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI.
• You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.
• You must be fluent in English.
• You must be willing to, occasionally, provide after hours and weekend support of products on an on-call.The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no undue burden on any particular engineer.
• It would be preferred if you have familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.
• We would like someone to join our team who has working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6. Basic Knowledge of programming languages (C/C++ and/or Java). Database skills (Oracle and MS SQL Server) is a plus. Knowledge of RSA PCKS Public-Key Cryptography Standards. Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage
• You must have a Bachelor’s degree in Engineering, Computer Science, or equivalent experience.
• We are looking for someone with 1+ years industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.

About Thales - https://www.thalesgroup.com/en

Payroll : Teamlease (1 yr contract) Additional Info: Extension/Fulltime conversion is based on Performance and Business Requirements

Shift: EMEA (Afternoon)

Shift Allowance Provided

Subsidized cab services Provided

Venue Details : Berger Tower, 3rd Floor, Plot No. C 001A/2, Sector - 16B, Noida 201301, Uttar Pradesh, India