Sr. Customer Support Engineer

Thales Avionics, Inc. (AGS); Dallas (TX); Hybrid; USD 95,000 - 140,000; Full time

Job summary

Thales Avionics, Inc. (AGS) in Las Colinas, Dallas, TX, seeks a Sr. Customer Support Engineer to provide hands-on technical support for aviation software and ensure smooth airline operations.

You will investigate issues, troubleshoot complex problems, and collaborate across teams to deliver timely, high-quality support. Ideal candidates have 5+ years of relevant experience, strong communication skills, and familiarity with Jira, Confluence, Salesforce, Linux, Java, Angular, XML, and REST APIs.

Qualifications

• Bachelor's degree in a related field and 5–8+ years of relevant experience.
• 3+ years in a similar software-support role.
• Strong written and verbal communication, with cross-functional collaboration.
• Proactive problem solving and ability to troubleshoot complex issues.
• Ability to work in a fast-paced, team environment.

Responsibilities

• Provide second-line support to airline customers via calls, meetings, and ticketing systems.
• Communicate upcoming releases, maintenance windows, and downtime clearly to customers.
• Investigate issues by reviewing logs and documentation; document reproduction steps.
• Manage incidents per ITIL; contribute root cause analyses and lessons learned.
• Collaborate with Product, Operations, and Engineering to resolve complex cases.
• Develop, test, and optimize internal support procedures and documentation.

Skills

Communication skills

Problem solving

Team collaboration

Organizational skills

Education

Bachelor's degree in a related field

Tools

Jira

Confluence

Bitbucket

Salesforce

Linux

Java

Angular

XML

APIs/REST

LLMs

Job description

Location: Dallas Fort Worth International Airport, United States of America

Thales 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, predictive 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: