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Technical Support Engineer jobs in British Columbia

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    • 2 or more years of experience in a technical support, product support, or technical account management role supporting security, database, or enterprise…
    • Write and maintain technical documentation, system procedures and training materials.
    • Act as the escalation point for complex technical issues, finding root…
    • Experience with implementing and support of AWS and/or an Azure environment.
    • This position is for a Product Support Specialist who will be responsible handling…
    • Effective written and verbal communication skills, including explaining technical steps to non-technical customers.
    • Occasional travel may be required.
    • Provide technical support to our employees, both onsite and remotely.
    • Minimum of 2 years of experience in technical support.
    • Deploy new devices and software.
    • Identify technical risks and support mitigation planning.
    • Support the analysis of technical specification, requirements and other technical material.
    • Provide field support (including maintenance calls, customer support request, etc.).
    • Must be available to be contacted outside of normal office hours to provide…
    • Provide post-sale technical and installation support on the projects you work on.
    • Join sales calls and customer meetings as the technical expert.
    • Contribute to improving internal technical-support processes and documentation.
    • Opportunity to grow into a specialized lighting controls and technical support…
    • You’ll explain technical issues to non-technical clients every day, by phone, by email and in person.
    • IT support: 2 years (required).
    • Troubleshoot technical issues, maintain documentation, and support smooth project handoffs.
    • You’ll work closely with technical teams and clients to deliver…
    • Salaire concurrentiel allant de 4 337 $ à 6 413 $ par mois pour les nouvelles recrues qui s’enrôlent dans la Force régulière par la voie de l’enrôlement direct.
  • View similar jobs with this employer
    • Inland is seeking an experienced Equipment Technical Support Representative to grow our Corporate Equipment Service Support team by providing advanced technical…
    • 2+ years of relevant experience in application support, SaaS support, technical onboarding, software administration, or customer success involving hands-on…
    • May provide guidance to less-experienced team members and support standardization of system configurations and support practices.
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Job Post Details

Product Support Specialist
Thales
·
3.9
Vancouver, BC V7X 1M5
•
Hybrid work
$60,692.25–$80,923.00 a year
Full-time
Apply on company site

Job details

$60,692.25–$80,923.00 a year
Dental care, Paid sick leave, Employee assistance program, Disability insurance, Designated paid holidays, Extended health care, RRSP
Full-time
Hybrid work in Vancouver, BC V7X 1M5

Full job description

Location: Vancouver - Burrard St, 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 billions 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.

Position Summary

As a member of a Global Support Success team, the Product Support Specialist will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending remediation techniques, and managing level 2 to 3 customer interactions.

The primary focus of this position is to assist with defining methodologies and processes that will improve the overall management of customer reported problems to the greatest degree possible.


The Product Support Specialist must be able to work under minimal supervision. This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the teams for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff. The Product Support Specialist will also work closely with product and program managers, customers, and third-party vendors as necessary, providing support throughout the customer issue lifecycle.

Essential Functions

  • 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.
  • Advice customers, work to diagnose customer issues with Thales Crypto products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used.
  • Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround.
  • Provide guidance and support on how to use Thales products with 3rd party solutions and supported integrations.
  • Reproduce previously unknown issues (if need be) and interface with the Product Champion providing the customer setup and steps to reproduce the issues.
  • Identify and document issues consistently and clearly using group tools.
  • Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem

Minimum Requirements

  • Bachelor’s or associate’s degree in engineering, Computer Science, or another relevant field of study, or equivalent hands-on experience.
  • Strong understanding of Linux / RHEL.
  • Experience with Active Directory and LDAP-based directories.
  • Ability to analyze packet captures/sniffer traces and troubleshoot routing, firewall, and connectivity issues.
  • Strong networking knowledge including TCP/IP, routing protocols such as OSPF and RIP, DNS, VPNs, and firewall concepts.
  • Experience with virtual environments such as VMware or equivalent technologies.
  • Hands-on experience with databases including MongoDB, MySQL, Oracle, MSSQL, or PostgreSQL, with strong SQL knowledge.
  • Experience supporting data security, database activity monitoring, and audit/compliance solutions.
  • Knowledge of Microsoft technologies such as Exchange, SharePoint, Active Directory, and Windows Server is an advantage.
  • Experience with scripting and automation using Bash, Python, Shell, or similar tools.
  • Ability to troubleshoot complex issues across application, database, network, and infrastructure layers.
  • Strong customer-facing communication skills with the ability to provide creative solutions and help customers and partners succeed. Experience working with cloud environments such as AWS, Azure, or GCP is an advantage.
  • 2 or more years of experience in a technical support, product support, or technical account management role supporting security, database, or enterprise software products.
  • Prior experience supporting database security or similar monitoring and compliance platforms is highly preferred.

Preferred Qualifications

  • Master’s degree in Engineering, Computer Science and or another relevant field of study.
  • Database skills MongoDB and PostgreSQL
  • Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage

The anticipated TTC range for this role is 60,692.25 - 80,923.00 CAD Annual. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

Why Join Us?

Say HI and learn more about working at Thales click here

#LI-MG1

#LI-Hybrid

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.

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.

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