Senior Customer-Facing Technical Support Engineer

Thales; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Thales Malaysia seeks an experienced Senior Technical Support professional to serve as the primary technical contact for key customers, manage complex high-severity cases, and maintain deep knowledge of customer architectures.

You will lead cross-functional investigations, drive RCA, and communicate clearly with customers while coordinating with NOC, Engineering, and Product teams. A strong background in networking, security, and web tech is essential.

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.

Responsibilities

• 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.
• 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.
• 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.
• Partner closely with CSMs, TAMs, and Sales Engineers.
• Act as a trusted technical advisor to customers.
• Align internally on customer expectations, priorities, and delivery commitments.
• 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.

Skills

Troubleshooting

Networking

Security

Web techs

High-sev incidents

Communication

Education

Bachelor’s degree in Computer Science or Engineering

Job description

Thales Malaysia seeks an experienced Senior Technical Support professional to serve as the primary technical contact for key customers, manage complex high-severity cases, and maintain deep knowledge of customer architectures.

You will lead cross-functional investigations, drive RCA, and communicate clearly with customers while coordinating with NOC, Engineering, and Product teams. A strong background in networking, security, and web tech is essential.