Designated Support Engineer

Thales Group; Kuala Lumpur; Hybrid; MYR 120,000 - 180,000; Full time

Job summary

Thales Group is seeking a Designated Support Engineer in Kuala Lumpur, Malaysia, to provide expert technical support with a focus on critical incidents. You will own complex cases, coordinate with NOC, engineering and product teams, and ensure timely, clear communication with customers.

The role requires 6–10+ years in similar roles, strong troubleshooting across networking, security, and web technologies, and excellent communication skills. This is a hybrid, full-time position based in Malaysia.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• 6–10+ years in Technical Support, Systems Engineering, or similar customer-facing technical roles.
• Experience handling high-severity incidents and customer escalations.
• Excellent written and verbal communication skills.

Responsibilities

• Serve as the primary technical point of contact for assigned customers.
• Own and manage complex, high-severity support cases through resolution.
• Lead troubleshooting for P0/P1 incidents and coordinate cross-functional investigations.
• Maintain accurate case notes and contribute to knowledge bases.

Skills

Troubleshooting

Networking

Security

Web technologies

Communication

Education

Bachelor's degree in Computer Science or Engineering

Tools

NOC coordination

Root Cause Analysis

Cloud platforms

Job description

## Designated Support EngineerApply: Hybrid: Kuala-Lumpur: Full time: Posted Today: R0339305Location: Kuala-Lumpur, MalaysiaThales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.Thales established its presence in Malaysia in 1981 and is currently a strategic partner to key customers involved in the primary businesses of defence and security, aerospace, and cybersecurity and digital identity. Headquartered in Kuala Lumpur, Thales has played an instrumental part in supporting Malaysia’s defence ecosystem in addition to delivering advanced solutions over the last 40 years. Committed to local collaborations, Thales works closely with Malaysian businesses and goverment sectors to provide cutting-edge systems and solutions that ensure safety, security, and readiness for the future.Key ResponsibilitiesCustomer & Case Ownership• Serve as the primary technical point of contact for assigned customers• Own and manage complex, high-severity support cases through resolution• Maintain deep understanding of customer architectures, configurations, and usage patterns• Ensure timely, accurate, and customer-appropriate technical communication Incident & Escalation Management• Lead troubleshooting and resolution for P0/P1 incidents• Coordinate cross-functional investigations with NOC, Engineering, Product, and other teams• Drive root cause analysis (RCA) and corrective action plans• Proactively identify risks and recommend mitigation strategies Proactive Support & Prevention• Perform proactive environment reviews and health checks• Identify trends, recurring issues, and configuration gaps• Recommend best practices to reduce incident recurrence• Support planned changes, peak traffic events, and customer initiatives Stakeholder Collaboration• Partner closely with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales Engineers• Act as a trusted technical advisor to customers• Align internally on customer expectations, priorities, and delivery commitments Documentation & Knowledge Sharing• Maintain accurate case notes, technical documentation, and RCA reports• Contribute to internal knowledge bases and troubleshooting guides• Share learnings and best practices with the broader support team Required Qualifications• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience• 6 - 10+ years of experience in Technical Support, Systems Engineering, or similar customer-facing technical roles• Strong troubleshooting skills across networking, security, and web technologies• Experience handling high-severity incidents and customer escalations• Excellent written and verbal communication skills Preferred Qualifications• Experience supporting enterprise or regulated customers (e.g. financial services)• Knowledge of cloud platforms, web application security, APIs.• Experience working in a global, follow-the-sun support environment Soft Skills & Attributes• Strong ownership mindset and accountability• Calm, methodical approach under pressure• Ability to balance customer advocacy with operational constraints• Proactive, detail-oriented, and customer-focused• Strong collaboration and influencing skills #LI-JL1At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.