Senior Aviation Software Support Engineer

Thales Group; Dallas (TX); Hybrid; USD 105,000 - 174,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

Thales Group is seeking a Sr. Customer Support Engineer in the Dallas area to provide hands-on technical support for its aviation software solutions.

You will investigate complex issues, work with airline customers, and collaborate with cross-functional teams to deliver timely, high-quality support. The role requires ITIL-aligned incident management, familiarity with Jira, Confluence, Bitbucket, and Salesforce, and experience with Linux, Java, Angular, XML, APIs/REST, and large language models.

Qualifications

• Bachelor’s degree in a related field; 5–8+ years of relevant work experience or equivalent
• 3+ years in a similar software/tech support role
• Strong ability to plan, document findings, test results, and coordinate resolutions in a fast-paced environment
• Excellent written and verbal communication; ability to tailor messaging for engineering teams, customers, and sales stakeholders

Responsibilities

• Provide second-line, proactive technical support for aviation software solutions via calls, meetings, and ticketing systems (Jira, Salesforce)
• Investigate and troubleshoot complex issues; prepare root-cause analyses
• Collaborate with Product, Operations, and Engineering teams to resolve incidents, changes, and problems per ITIL
• Develop, test, and refine internal support procedures and documentation; stay current with product releases and known issues

Skills

Jira

Confluence

Bitbucket

Salesforce

ITIL

Linux

Java

Angular

XML

APIs/REST

LLMs

Communication

Problem-solving

Education

Bachelor's degree or higher in a related field

Job description

Thales Group is seeking a Sr. Customer Support Engineer in the Dallas area to provide hands-on technical support for its aviation software solutions.

You will investigate complex issues, work with airline customers, and collaborate with cross-functional teams to deliver timely, high-quality support. The role requires ITIL-aligned incident management, familiarity with Jira, Confluence, Bitbucket, and Salesforce, and experience with Linux, Java, Angular, XML, APIs/REST, and large language models.