Job Title : Escalation Engineer
Company Name: Thales
Job Details: Escalation Engineer | Thales
4-4 minutes
About the job
Location: Singapore Suntec 5 Temasek Blv, Singapore
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.
Thales established its presence in Singapore in 1973 to support the expansion of aerospace-related activities in the Asia-Pacific region. Throughout the last four decades, the company grew from strength to strength and is today involved in the primary businesses of Aerospace (including Air Traffic Management), Defence & Security, Ground Transportation and Digital Identity & Security. Thales today employs over 2,100 people in Singapore across all its business areas.
Responsibilities:
Daily handling of escalation tickets
Bugs follow-ups with R&D
Consultation and assistance to team members about their cases (issues)
Participate in Product Development meetings and push forward supportability tools and capabilities
Product Design / Improvement / Supportability
Product Development meetings attendance – sprint planning, delivery meetings, Product design meetings
Data mining – Product Development queries, tickets analysis, etc.
Submit new required support tools for various customer success teams
Fasttrack/support tools mapping
Product SMEs (Subject Matter Experts) for major features
Providing supportability updates via Emails / Knowledgebase articles
Training for internal teams
Consultation for other teams / Product Development/ Technical Account Managers / Managed Services /Sales.
Tools creation (scripts)
Requirements:
Degree in Computer / Network / Software Engineering or equivalent
Experienced in preparing escalations for R&D review / working with R&D to resolve issues / reproducing customer issues / applying and testing hotfixes / using debug commands and tools to isolate issues
Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)
Experienced with analyzing Wireshark/TCP-dumps and Debugging tools such as Burp/Fiddler/Postman
Good knowledge of SQL protocol and databases
Solid/Admin level Experience with different OS, Unix, Linux, and Windows
Working Knowledge in programming or ability to read/write pseudo code, as well as scripting languages – Python/Bash/etc, and Regex
Have the ability to prioritize based on facts and problem severity and/or business impact
Other information:
Working Location: Suntec City
Working Hours: Monday – Friday, 8am – 5pm
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now! |
Country: United States
