Technical Lead- Client Services

Role Overview: As a Client Services Technical Lead at Thales, your main responsibility will be to independently provide technical support to customers. You will be answering complex questions on the function and usage of products via telephone, email, and/or internet. Serving as a post-sales support liaison between the company and customers, you may also be required to support pre-sales issues encountered during Proof of Concepts. Additionally, you will be the go-to person for engineers seeking assistance in your field/product of expertise. Your role will involve coaching and mentoring engineers, conveying customer feedback to the Client Services Product Champion and product development staff, and managing customer expectations, project deliverables, and providing cross-functional escalation and communication during the lifecycle of a customer incident or service request. Key Responsibilities: - Answer customers' questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications. - Advise customers, diagnose issues with Thales Encryption products, interpret logs and error messages, recommend solutions and workarounds, and provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations. - Reproduce previously unknown issues, interface with the Client Services Product Champion, identify and document issues consistently and clearly, and support implementation of hotfixes and patches to minimize the risk of unexpected issues. Qualifications Required: - Understanding of encryption and cryptographic key management with experience using them to protect sensitive data in various settings. - Familiarity with cryptographic concepts, public key exchange, digital signature, data communication, and PKI. - Passion for problem-solving and helping customers and partners succeed. - Fluency in English. - Willingness to provide after-hours and weekend support on-call. - Familiarity with FIPS and other NIST requirements. - Working knowledge of Linux operating systems (RHEL, CentOS, Ubuntu), Windows Servers, networking protocols, programming languages (C/C++ and/or Java), databases (Oracle and MS SQL Server), RSA PCKS Public-Key Cryptography Standards, and public cloud platforms such as AWS, VMware vCloud Air, Microsoft Azure. - Bachelor's degree in Engineering, Computer Science, or equivalent experience. - 7+ years of industry experience working in a customer support role, providing technical application support, troubleshooting, and diagnostics in the area of network and data security products. Join Thales, where a culture of respect, trust, collaboration, and passion drives everything we do. Be empowered to bring your best self, thrive in a supportive environment, and contribute to creating solutions that make a difference in a safer, greener, and more inclusive world. Role Overview: As a Client Services Technical Lead at Thales, your main responsibility will be to independently provide technical support to customers. You will be answering complex questions on the function and usage of products via telephone, email, and/or internet. Serving as a post-sales support liaison between the company and customers, you may also be required to support pre-sales issues encountered during Proof of Concepts. Additionally, you will be the go-to person for engineers seeking assistance in your field/product of expertise. Your role will involve coaching and mentoring engineers, conveying customer feedback to the Client Services Product Champion and product development staff, and managing customer expectations, project deliverables, and providing cross-functional escalation and communication during the lifecycle of a customer incident or service request. Key Responsibilities: - Answer customers' questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications. - Advise customers, diagnose issues with Thales Encryption products, interpret logs and error messages, recommend solutions and workarounds, and provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations. - Reproduce previously unknown issues, interface with the Client Services Product Champion, identify and document issues consistently and clearly, and support implementation of hotfixes and patches to minimize the risk of unexpected issues. Qualifications Required: - Understanding of encryption and cryptographic key management with experience using them to protect sensitive data in various settings. - Familiarity with cryptographic concepts, public key exchange, digital signature, data communication, and PKI. - Passion for problem-solving and helping customers and partners succeed. - Fluency in English. - Willingness to provide after-hours and weekend support on-call. - Familiarity with FIPS and other NIST requirements. - Working knowledge