Senior Aviation Software Support Engineer (Hybrid)

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

Benefits offered by this job

Health benefits

Paid time off

Retirement plan

Well-being program

Job summary

Thales is seeking a Sr. Customer Support Engineer in Las Colinas, Dallas, TX, offering a hybrid work model.

You will provide hands‑on technical support for our aviation software solutions and help airline customers maintain smooth, safe operations across global networks. Collaborating with international teams, you will investigate issues, troubleshoot complex problems, document root causes, and drive improvements using Jira, Confluence, Salesforce, Linux, Java, Angular, XML, REST, and related

Qualifications

• Bachelor's degree in a related field with 5–8+ years of relevant work experience.
• Minimum of 3 years of experience in a similar software-focused role.
• Strong organizational skills, with the ability to plan work, document findings, and coordinate resolutions.
• Excellent verbal and written communication across engineering teams and customers.
• Proactive and curious mindset with strong problem-solving abilities.
• Ability to work effectively in a collaborative, fast-paced environment.
• Authorized to work in the United States; visa sponsorship is not available.
• Experience with Jira, Confluence, Bitbucket, Salesforce; ITIL knowledge; Linux, Java, Angular, XML, APIs, REST; familiarity with LLMs.

Responsibilities

• Provide second-line support to airline customers via calls, meetings, and Salesforce/Jira, resolving advanced issues with quality and timeliness.
• Communicate upcoming releases, maintenance windows, and downtime; translate technical info for customers.
• Investigate issues by analyzing logs and reproduce scenarios; use tools like DBeaver, AWS, and related tech.
• Manage incidents and problems per ITIL; document root cause analyses for future reference.
• Collaborate with Product, Operations, and Engineering to resolve complex cases and refine feature requests.
• Develop, test, and optimize internal support procedures and documentation; stay current on product releases and processes.

Skills

Organizational skills

Communication

Problem solving

Teamwork

Education

Bachelor's degree in related field

Tools

Jira

Confluence

Bitbucket

Salesforce

Linux

Java

Angular

XML

REST

LLMs

Job description

Thales is seeking a Sr. Customer Support Engineer in Las Colinas, Dallas, TX, offering a hybrid work model.

You will provide hands‑on technical support for our aviation software solutions and help airline customers maintain smooth, safe operations across global networks. Collaborating with international teams, you will investigate issues, troubleshoot complex problems, document root causes, and drive improvements using Jira, Confluence, Salesforce, Linux, Java, Angular, XML, REST, and related