Technical Lead - Client Services

Location: Ottawa, Canada

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This is a hybrid full-time role in Ottawa, ON Canada.

Position Summary

The Client Services Technical Lead will be a member of a collaborative technical support team who will provide post-sales support for complex technical product related issues. The Technical Lead will be independently providing technical support to customers, answering complex questions on function and usage of product through a variety of communication channels. You will serve as a post-sales support liaison between company and customer and if needed, would be required to support pre-sales issues encountered during Proof of Concepts. 

The Client Services Technical lead will be the go to person for any engineer for assistance in your field/product of expertise. Managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service request. 

Key Areas of Responsibility 

•    You will mentor and advise support engineers in the diagnosis of complex customer issues with Thales IAM products and help them interpret logs and error messages as well as help the team to better understand and investigate customer environments as they related to the Thales products and services used therein.
•    You will own critical customer support escalations related to complex technical product issues interfacing with the original support engineer and the customer via telephone and/or electronic communications in the areas of system configurations/setup, product functionality, software defect fixes, and enhancements.
•    You will lead cross-functional teams to execute field issue reviews between the Client Services team and Thales’s R&D team to prioritize and facilitate investigation of suspected design related issues while filtering out those field concerns that are not related to product design.
•    You will advise the Client Services IAM team on how to reproduce previously undiscovered issues and you will interface with R&D and Product Line Management, facilitating delivery of all the data, information and support assistances needed to allow the fastest possible root cause analysis and issue resolution.
•    Closely interface with Thales R&D team to discuss the product design and workflow, and provide inputs based on the issues from the field, ensuring that known issues are addressed in releases.
•    With feedback from R&D, you will develop and document (in our knowledge base) solutions and workarounds to known problems and advice the IAM support team on how to apply the solution or workarounds to known issues.
Basic Qualifications
 

•    Bachelor’s degree in Engineering, Computer Science, or another relevant field of study; and / or equivalent experience.

•    Good understanding of
    Active Directory and LDAP–based directories.  
    RADIUS authentication and authorization traffic flow (IAS/NPS)
    Ability to analyze sniffer traces and be able to resolve routing and firewall issues.
    Networking skills like following but not limited to: TCPIP, knowledge of routing protocols (OSPF, RIP) etc.
    Good knowledge of OS concepts, Microsoft certifications will be added advantage, MS Exchange or SharePoint
    Knowledge of virtual environments (VMWare or equivalent)
    Databases (MSSQL, Oracle or MySQL)
    Broad understanding of configuring SSL VPN devices using Checkpoint, Cisco ASA/VPN, Juniper or Sonic-wall
    MS Windows Server and Linux
    MS IIS
    MS ISA, TMG, or UAG
    XML, .NET, SQL

•    Ability to provide creative solutions and have a genuine interest in helping our customers and our partners succeed.

We are looking for someone with 10+ year industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products

Special Position Requirements

•    Ability to travel as required. 
•    Occasionally provide after hours and weekend support of products on an on-call.  The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there is no undue burden on any particular engineer.

What We Offer
 

Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following: 

Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
Company paid holidays, vacation days, and paid sick leave. 
Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
Employee Discounts on home, auto, and gym membership.

Why Join Us?
 

Say HI and learn more about working at Thales click here.

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Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.