Technical Lead

Thales; Queenstown; On-site; NZD 90,000 - 130,000; Full time

Job summary

Thales in Queenstown, NZ seeks a Client Services Technical Lead to join a collaborative support team, delivering post-sales technical assistance for complex security products. You will own critical customer escalations, mentor engineers, and coordinate with R&D for new product introductions.

Role requires travel and occasional after-hours support, with a focus on troubleshooting, knowledge sharing, and maintaining high-quality customer outcomes. Based in NZ.

Qualifications

• 5+ years in customer support for network and data security products.
• Bachelor or Master in Engineering, Computer Science, or equivalent.
• Familiar with encryption, key management, PKI concepts.
• Willing to travel and provide after-hours support when required.

Responsibilities

• Provide post-sales support for complex products via phone and email.
• Troubleshoot issues related to authentication, encryption, and integrations.
• Advise on workarounds and solutions for known problems.
• Mentor other support engineers in diagnosing complex issues.
• Own critical customer escalations and coordinate with teams.
• Create and publish knowledge base content for internal/external users.

Skills

Customer support

Network security

Encryption

PKI

Linux

Windows servers

Education

Bachelor's or Master's in Engineering/CS

Tools

RSA PKCS

AWS

Azure

VMware

Oracle

Job description

The Client Services Technical Lead will be a member of a collaborative technical support team who will provide post-sales support for complex technical product related issues. The Technical Lead will be independently providing technical support to customers, answering complex questions on function and usage of product through a variety of communication channels. 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.

Responsibilities:

• Provide answers to customers’ questions, 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.

• Advise customers, work to diagnose customer issues with Thales Authentication and Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.

• Recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.

• Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.

• Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion and Development team providing the customer setup and steps to reproduce the issues.

• Identify and document issues consistently and clearly using group tools.

• Support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

• Mentor and advise support engineers in the diagnosis of complex customer issues with Thales Authentication and Encryption products, and help them interpret logs and error messages as well as help the team to better understand and investigate customer environments as they related to the Thales products and services used therein.

• Own critical customer support escalations related to complex technical product issues, taking the case over from the original support engineer when necessary.

• Interface with the original support engineer and the customer via telephone and/or electronic communications in the areas of system configurations/setup, complex 3rd party product and code integrations, product functionality, software defect fixes, and enhancements.

• Be the primary owner of the knowledge base for your specific product line creating, reviewing, editing, and publishing knowledge base articles for use internally by Client Services and externally by our customers. This includes improving knowledge accessibility and the ease of use of the knowledge base.

• Facilitate New Product Introductions by working with the R&D and Product management teams to ensure the new design functionality is known and documented, creating materials to facilitate knowledge transfer from design to the Client Services team, and ensuring all necessary hardware and software is procured and available for use in various Client Services labs throughout the world.

Requirements:

• 5+ year industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products

• Possess a Bachelor/Master’s degree in Engineering, Computer Science, or equivalent experience.

• Familiar in using encryption and cryptographic key management 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.

• It would be preferred if you have familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements.

• 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

• 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.

• Ability to travel as required