Sr. Customer 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

Sr. Customer Support Engineer### Sr. Customer Support EngineerApply: Hybrid: Dallas Fort Worth International Airport: Full time: Posted Today: R0347789Location: Dallas Fort Worth International Airport, United States of AmericaThales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.When you rely on airlines to connect you in flight, you rely on Thales. In an increasingly fast paced world, we make the unpredictable, predictable by connecting and entertain passengers to make your life better. Combining a diversity of talents, we master the decisive moments that matter to passengers and airlines. Whatever it takes.**Sr. Customer Support Engineer**Las Colinas, Dallas, TX (Hybrid)**Position Summary**Thales is looking for a **Sr. Customer Support Engineer** who will provide hands-on technical support for its suite of aviation software solutions and help airline customers maintain smooth operations. You will join an international team dedicated to transforming aviation through innovative software, working in an environment that values teamwork, curiosity, and ownership. In this position, you will work directly with airline customers to investigate technical issues, troubleshoot complex problems, and collaborate across teams to deliver timely, high-quality support. You will apply technical knowledge and problem-solving skills to address customer needs while continuously developing your expertise in new technologies and tools. You will also have opportunities for professional growth and collaboration with colleagues around the world, including participation in international team-building events. **Key Areas of Responsibility** * Provide second-line support to airline customers through calls, meetings, and Salesforce and Jira ticketing systems, resolving advanced issues with a focus on quality and timely resolution. Prioritize workload based on ticket impact and severity.* Communicate proactively with customers about upcoming releases, maintenance windows, and downtime. Translate complex technical information into clear, customer-friendly language and documentation.* Investigate technical issues by querying and analyzing informational, warning, error, and debug logs, identifying key findings, and documenting reproduction scenarios. Use DBeaver, Terminal, AWS, G Suite, and the Atlassian Suite, and interpret relevant code and structures in Java, Angular, Swift, XML, JSON, and CSS to support troubleshooting.* Manage incidents, changes, and problems in accordance with ITIL principles. Prepare detailed internal and external root cause analyses, incorporating input from all relevant stakeholders and documenting findings for future reference.* Work closely with Product, Operations, and Engineering teams through Slack, meetings, and ticketing systems to resolve complex cases. Analyze and refine feature requests by understanding customer needs and collaborating with relevant stakeholders.* Develop, test, and optimize internal support procedures and documentation to improve team efficiency. Stay current on product releases, known issues, and internal processes, including release and deployment management, and lead by example in process optimization and communication best practices. **Minimum Qualifications** * Bachelor’s degree in a related field with 5–8+ years of relevant work experience, or an equivalent combination of education and comparable work experience.* Minimum of 3 years of experience in a similar role supporting a software development company.* Strong organizational skills, with the ability to plan work, document findings and test results, track priorities, and coordinate the resolution of engineering challenges in a fast-paced environment.* Excellent verbal and written communication skills, with the ability to tailor communication to Engineering teams, customers, Sales, Account Management, and other stakeholders. Ability to synthesize complex issues into clear, understandable information.* Proactive and curious mindset, with strong problem-solving skills and a focus on troubleshooting complex technical issues.* Ability to work effectively and collaboratively in a team environment. Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. **Special Position Requirements** * Experience using Jira, Confluence, Bitbucket, and Salesforce, with knowledge of ITIL principles and practices.* Practical experience with Linux, Java, Angular, XML, APIs, REST, and related technologies, along with experience working with large language models (LLMs).* Ability to think logically and approach challenges with a focus on solutions.* Schedule: A rotating schedule of two days on, two days off, three days on, and three days off may be required. Twelve-hour shifts from 7:00 a.m. to 7:00 p.m. may also be required.* Physical Environment: A hybrid work model is available. Employees are required to work on site in the Dallas office at least two days per week or as directed by management. Weekend shifts are remote.* Travel (10%): Domestic and/or international travel is required, including at least three weeks of initial onboarding training in Belgium. Additional travel may be required. If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!**Why Join Us?** Say HI and learn more about working at Thales *click here**.*#LI-Hybrid#LI-MR1This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances. Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [e-mail]. The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 104,592.75 - 174,321.25 USD AnnualThis reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law. (For Internal candidate, if you need more information, please raise HR request through MyThales)Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period•Company paid holidays and Paid Time Off•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program