Technical Support Consultant

Location: PRAHA, Czechia

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 in the Czech Republic employs over 400 people from 45 different nationalities. A total of 15 teams work on projects for government agencies, banking, mobile services and the Internet Of Things (IoT) technology. At the core of our business is the development of software which we configure and embed in a multitude of different devices and form factors. These include many kinds of payment cards, SIM cards, travel passes, secure eBanking devices, authentication tokens, machine identification modules (MIM), and secure ID documents including ePassports, eID and eHealth cards, as well as eDriving licenses. Because of the international environment surrounding us every day, it comes as no surprise that English is our official corporate language.

Provide a general statement regarding the overall objective of the position (e.g., the purpose of the job and why this position exists)

As a Client Services Technical Consultant, you will provide technical support to customers and answering complex questions on function and usage of the OneWelcome product via telephone, email, and/or internet.
Next to that you will be planning and implementing changes to the customer services.

You will be responsible for managing customer expectations, project deliverables, and providing cross team functional escalation and communication during the lifecycle of a customer incident or service/change request.

The below has been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of this position with or without notice and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

List the essential functions required for this position to exist. Also, list the responsibilities that must be completed in achieving the objectives of the position. Include all important aspects of the job -- whether performed daily, weekly, monthly, or annually; and any that occur at irregular intervals. Focus these responses on direct actions or key functions.

• You will answer customers’ questions and troubleshoot and resolve customer complex issues over the telephone or via electronic communications in the areas of product functionality, configuration errors and bugs/enhancements/upgrades.
• You will plan and implement OneWelcome Cloud product updates
• You will work with customers to diagnose issues with Thales OneWelcome products and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
• You will recommend solutions and workarounds to known problems and advise customers on how to apply the solution or workaround.
• You will provide guidance and support on how to use OneWelcome products.
• You will communicate, investigate, and reproduce service issues, advise, plan and implement configuration changes and interface with engineering if it concerns a bug.
• You will identify and document issues consistently and clearly using group tools.
• You will implement patches/releases to minimize risk of unexpected issues and ensure that a fix resolves a customer reported open problem.
• You will interact with the customer to implement smaller changes to the service such as html/css changes as well as functional changes and/or external dependencies as certificates or customer connected landscape change.

Include minimum experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, etc.

• You must be passionate about problem solving and have a genuine interest in helping our customers and our partners succeed.
• You must be fluent in English.
• You must be willing to, 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 person.

• We would like someone to join our team who has working knowledge of supporting a cloud service interacting with external systems. Networking such as protocols like TCP/IP; IPv4, IPv6 and internet HTTPS, TLS, API’s.
  Basic+ knowledge of programming languages (Python) and Linux. Familiarity with AWS, Kubernetes, VMware, Microsoft Azure as well as authentication protocols as SAML and OIDC etc. is an advantage.
• You must have a bachelor’s degree in Engineering, Computer Science, or equivalent experience.
• We are looking for someone with 5+ years industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in the area of network and data security products.

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!