Post-Sales Technical Lead - Security

thales dis (singapore) pte. ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Thales dis (singapore) pte. ltd. seeks a Client Services Technical Lead to provide post-sales support for complex Thales Authentication and Encryption products.

You will troubleshoot, diagnose, and resolve issues, serving as a liaison between customers and the Product/Development teams. Responsibilities include mentoring engineers, managing escalations, documenting issues, and enabling knowledge transfer across global Client Services labs.

Qualifications

• 5+ years in a customer support role for network and data security products.
• Bachelor’s or Master’s degree in Engineering or Computer Science.
• Experience with encryption, key management, PKI concepts.
• Familiarity with FIPS and NIST standards.
• Knowledge of Linux OS (RHEL/CentOS/Ubuntu) and Windows Server.
• Databases experience with Oracle and MS SQL is a plus.
• Experience with RSA PKCS and public cloud platforms (AWS, Azure).
• Willingness to travel and provide after-hours support.

Responsibilities

• Provide answers, troubleshoot and resolve complex product issues by phone or electronic communications in the areas of system configurations/run, product functionality and bugs/enhancements.
• Advise customers, diagnose issues with Thales Authentication and Encryption products, interpret logs and customer environments.
• Recommend solutions/workarounds and guide customers on applying them.
• Guide customers on using Thales products with 3rd party solutions and integrations.
• Reproduce issues and coordinate with Product Champion and Development for reproduction steps.
• Identify and document issues clearly using group tools.
• Support hotfixes/patches to minimize risk and ensure fixes resolve issues.
• Mentor and advise support engineers in diagnosing complex customer issues.
• Own critical customer support escalations when needed.
• Interface with customers and engineers on configurations, 3rd party integrations, defects and enhancements.
• Own knowledge base for product line and publish internal/external articles for knowledge access.
• Facilitate New Product Introductions with R&D and Product Management and ensure lab readiness.

Job description

Thales dis (singapore) pte. ltd. seeks a Client Services Technical Lead to provide post-sales support for complex Thales Authentication and Encryption products.

You will troubleshoot, diagnose, and resolve issues, serving as a liaison between customers and the Product/Development teams. Responsibilities include mentoring engineers, managing escalations, documenting issues, and enabling knowledge transfer across global Client Services labs.