Technical Lead - Client Services

Client Services Technical Lead

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we're driven by a mission to build a future we can all trust.

Present in India since 1953, Thales is headquartered in Noida and has other operational offices and sites spread across Delhi, Gurugram, Bengaluru and Mumbai, among others. Over 2200 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India's growth story by sharing its technologies and expertise in Defence, Aerospace and Cyber & Digital sectors. Thales has two engineering competence centres in India - one in Noida focused on Cyber & Digital business, while the one in Bengaluru focuses on hardware, software and systems engineering capabilities for both the civil and defence sectors, serving global needs. The Group has also established an MRO (Maintenance, Repair & Overhaul) facility in Gurugram to provide comprehensive avionics maintenance and repair services to Indian airlines and support the growth of the local aviation industry.

As a Client Services Technical Lead you will be independently providing technical support to customers, answering complex questions on function and usage of product via telephone, email, and/or internet. 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. You will be the go to person for any engineer for assistance in your field/product of expertise. You will provide coaching and mentoring to engineers. You will convey customer feedback to the Client Services Product Champion and product development staff. You must possess thorough knowledge of Thales's encryption products and services used by customers. You will be responsible for managing customer expectations, project deliverables, and providing cross functional escalation and communication during the lifecycle of a customer incident or service request.

You will answer customers' questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades. You will advise customers, work to diagnose customer issues with Thales Encryption 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 Thales products with 3rd party solutions and supported integrations. You will reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues. You will identify and document issues consistently and clearly using group tools. You will support implementation of hotfixes and patches to minimize risk of unexpected issues and insure that the fix resolves the customer problem.

To succeed at this job, you must have an understanding of encryption and cryptographic key management with experience using them to protect sensitive data in database, applications, storage systems, virtualized platforms and cloud environment. You must be familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI. 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 particular engineer. It would be preferred if you have familiarity with FIPS (Federal Information Processing Standards), and other NIST requirements. We would like someone to join our team who has working knowledge of Linux operating systems such RHEL, CentOS, Ubuntu and/or Windows Servers, networking such as protocols like TCP/IP and UDP; IPv4 vs IPv6. Basic Knowledge of programming languages (C/C++ and/or Java). Database skills (Oracle and MS SQL Server) is a plus. Knowledge of RSA PCKS Public-Key Cryptography Standards. Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage You must have a Bachelor's degree in Engineering, Computer Science, or equivalent experience. We are looking for someone with 7+ 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're committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you'll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.